Earticle

초록

영어

Customer harassment is a serious social issue that infringes on workers’ human dignity and health rights while undermining consumer culture and trust in the service industry. This study views customer harassment as an intersectional issue between labor protection and consumer responsibility, and compares the legal and policy responses of Korea and Japan. The results indicate that Korea has institutionalized the protection of customer service workers mainly through the Industrial Safety and Health Act, but its approach remains limited to occupational safety regulations with insufficient consumer policy linkage and social consensus. In contrast, Japan has defined “customer harassment (kasuhara)” more explicitly and established a comprehensive response system through cooperation among the Ministry of Health, Labour and Welfare, the Consumer Affairs Agency, and local governments. Based on these findings, the study proposes four policy directions for Korea: (1) clarifying the legal definition and classification of customer harassment, (2) linking labor and consumer policies to promote responsible consumer behavior, (3) strengthening workplace support and prevention systems, and (4) shifting toward proactive, preventive management through education and public campaigns. These efforts will enable Korea’s response framework to evolve into an inclusive system that integrates labor, consumer, and community perspectives, ultimately fostering a safer and more sustainable service society that balances worker dignity with consumer responsibility.

목차

Abstract
1. 서론
2. 이론적 배경
2.1 고객 괴롭힘의 개념 및 범위
2.2 고객 괴롭힘에 영향을 미치는 요인
2.3 고객 괴롭힘 대응 정책의 필요성
3. 일본의 고객괴롭힘 대응 법·정책 현황
3.1 일본의 고객괴롭힘 관련 법·조례
3.2 일본의 고객괴롭힘 관련 정책
4. 우리나라의 법‧제도적 대응 및 한‧일 비교
4.1. 한국의 고객 괴롭힘 법‧제도적 대응
4.2. 일본과 한국의 고객 괴롭힘 대응 비교
5. 정책적 시사점 및 개선과제
5.1. 법·제도 개선방향
5.2. 소비자정책 연계 및 책임있는 소비촉진
5.3. 현장 실행체계 및 인센티브 설계
5.4. 사후대응 중심에서 예방중심의 관리체계로의 전환
6. 결론 및 제언
References

키워드

저자

• 배순영 [ Soon Young Bae | 한국소비자원 전문위원 ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  한국소비자안전학회지 [Journal of The Korean Consumer Safety Assocition]

• 간기

  반년간

• pISSN

  2234-2435

• 수록기간

  2011~2025

• 십진분류

  KDC 335 DDC 363