Kasuhara (カスハラ) is a Japanese term derived from "kasutamā
harasumento" (カスタマーハラスメント), meaning customer
harassment. It refers to abusive behavior from customers toward workers,
especially in retail, hospitality, and service industries. Examples include
unreasonable demands, verbal abuse, or threats. As Japan traditionally
values politeness and customer satisfaction, workers often endure such
treatment in silence. However, growing awareness of mental health and
labor rights has led to public discourse on protecting employees.
Companies and governments are beginning to implement policies to
address kasuhara, aiming to balance customer service expectations with
worker dignity and well-being, but it remains a serious workplace issue
the causes and consequences of which need to be better understood. Here
I report results from a series of empirical studies, the largest of which (N
= 33,133) was carried out in collaboration with Japan's largest trade
union in 2024. These data highlight differences between industries in the
frequency and characteristics of the phenomenon, the role of the
personality of the assaillant, and the psychological cost for the victim. I
will also present the newly developed "Customer-Related Social Stress
Scale" to examine the negative impact of 'KASAHARA' on employees
and the relationship with stress levels and work engagement for a
comprehensive discussion.