The Impact of Kasuhara on Japan’s Service Workers

I stumbled upon an issue that has sparked considerable discussion in Japan: kasuhara, or customer harassment. While this issue is not exclusive to Japan, its unique cultural dimensions make it particularly complex and concerning.

In Japan’s service-oriented society, the mantra “the customer is God” has long shaped the relationship between businesses and clients. This belief, while promoting high standards for customer service, has also empowered certain customers to overstep boundaries. Kasuhara refers to abusive behavior directed at service staff, ranging from verbal harassment and unreasonable demands to, in extreme cases, physical aggression and doxing (publicly releasing personal information).

The issue has escalated in recent years, particularly as Japan transitioned from a deflationary to a more inflationary economy. Increased economic pressures have led some customers to lash out at service workers, who often feel powerless due to societal expectations and company policies prioritizing customer satisfaction.

Recognizing the severity of this issue, the Tokyo Metropolitan Government introduced Japan’s first ordinance to combat customer harassment in October 2024, set to take effect in April 2025. This law aims to raise awareness and encourage businesses to implement protective measures for employees. Although it doesn’t impose legal penalties, it represents a significant step toward fostering a culture of mutual respect between customers and workers.

Businesses are also taking action. A notable example is Square Enix, the renowned video game developer, which recently enacted a policy allowing them to deny services and pursue legal action against customers who harass their employees. This policy not only safeguards their staff but also sends a strong message: abusive behavior will not be tolerated, even in virtual spaces.

What makes kasuhara particularly concerning is its psychological toll on workers. Many employees, especially in service and retail, report high levels of stress and burnout from the fear of encountering abusive customers. In a country famed for its dedication to exceptional service, the pressure to maintain composure in the face of harassment can be overwhelming.

Addressing kasuhara requires a cultural shift, not just legal action. Businesses must empower employees with clear protocols for handling abusive behavior, while customers need to understand the importance of mutual respect. As more companies and governmental bodies take steps to combat this issue, there is hope for a safer, healthier working environment for service industry professionals in Japan.

What are your thoughts on kasuhara? Have you noticed similar patterns in other countries or industries?

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