A Revolutionary Game to Combat Customer Harassment Developed by Kansai University

A Revolutionary Game to Combat Customer Harassment

In recent years, the issue of customer harassment (known as "kasuhara") in companies has escalated, becoming a pressing concern. The Ministry of Health, Labour and Welfare in Japan has even mandated that businesses need to take measures against it. This growing urgency has prompted the development of an innovative educational tool aimed at enhancing understanding and responsiveness within workplaces.

Supervised by Professor Hiromi Ikewaki of Kansai University’s Faculty of Sociology—an expert in social psychology and consumer psychology—the game titled "Kujouke kara no Chousenjou" (translated as "Challenge from the Kujou Family") has been created. This game focuses on the initial responses that employees should take when confronted with harassment by customers. Aimed at broad adaptation within various sectors, it is being promoted through the university's venture company, PandA Playworks.

Key Features of "Kujouke kara no Chousenjou"

This game serves as a web-based training tool, specifically designed for the fashion industry. It can be played on personal computers or smartphones, enabling quick sessions during breaks or commutes. By allowing participants to make their decisions about how to handle various situations, the game fosters an interactive learning environment. Its design is carefully crafted to appeal to those who have limited time for training, ensuring that it maintains an approachable tone—neither overly academic nor flimsy.

Early tests conducted with several companies have already yielded positive feedback, showcasing its potential suitability for practical training.

Venture Development and Future Outlook

The creation of this game is a product of Kansai University’s GAP Program, which aims to bridge the gap between academic research and commercial activity in order to solve social issues. The program enables support for marketing and funding that can propel research outcomes into viable business units.

As a result, PandA Playworks was established on July 7, 2025, with plans for expansion beyond the fashion sector into finance, welfare, and local government services. This pivot demonstrates a commitment to addressing customer harassment across various industries, thereby enhancing workplace environments throughout Japan.

Professor Ikewaki’s Perspective

In reflecting on the significance of the game, Professor Ikewaki, who serves as a director for PandA Playworks, noted, "Customer harassment is a critical issue for companies; however, practical educational opportunities seem to be lacking. Based on psychological principles and feedback from frontline workers, we’ve developed a learning game that connects knowledge and practice. I hope it serves as a helpful first step in addressing these situations."

As the trend toward legal regulation of customer harassment grows—with Tokyo already instituting its own ordinance—it is essential for companies to incorporate effective training practices. This new game offers a promising solution, empowering employees and equipping them to handle challenging interactions with confidence.

For more information, visit the official website of "Kujouke kara no Chousenjou" here.