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Customers as gods in Japan keep productivity at lowest in G-7

Service sector lagging behind because it has failed to embrace technology, unlike Japanese manufacturers

Customer greeters at the flagship Mitsukoshi store in Tokyo.


CUSTOMERS are gods, as a saying goes in Japan, where staff press buttons for shoppers in department store elevators and hotel porters line up to bow to guests.

While Japan is revered for this hospitality, or omotenashi, all that bowing and scraping may be sapping productivity...

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