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We are increasingly surrounded by talk of digitalization. Yet, we remain unsure about what impact this digitalization will have upon socio-economic institutions, how the introduction of this digitalization will be contested, the likely role of the state in managing the adoption of digital technology, and the likely consequences for the broader political economy if and when it is introduced. This article examines the process of digitalization as it has unfolded in the service sector in Japan. Based on qualitative interviews with managers in the hospitality industry and union officials, the paper depicts a process that contrasts starkly with the more optimistic view adopted by some commentators, according to which digitalization has the potential to improve working conditions and contribute to a more stable form of growth. Instead, the paper draws on Regulation Theory to argue that the introduction of digitalization is part of a wider process of neoliberalization. As such, digitalization has contributed to deskilling, the fragmentation of work tasks, a digital divide, the intensification of work, and higher levels of workplace surveillance. This represents a further dismantling of the social compromise that underpinned Japan's earlier period of economic growth. [ABSTRACT FROM AUTHOR]