The ERP and psychophysical changes related to facial emotion perception by expertise in Japanese hospitality, “OMOTENASHI”

We investigated the emotion perception process based on hospitality expertise. Forty subjects were divided into the OMOTENASHI group working at inns considered to represent the spirit of hospitality, OMOTENASHI in Japan, and CONTROL group without experience in the hospitality industry. We presented neutral, happy, and angry faces to investigate P100 and N170 by these faces, and psychophysical changes by the favor rating test to evaluate emotional perception. In the favor rating test, the score was significantly smaller (less favorable) in OMOTENASHI than in CONTROL. Regarding event-related potential components, the maximum amplitude of P100 was significantly larger for a neutral face at the right occipital electrode in OMOTENASHI than in CONTROL, and it was significantly larger for an angry face at both occipital electrodes in OMOTENASHI than in CONTROL. However, the peak latency and maximum amplitude of N170 were not significantly different between OMOTENASHI and CONTROL at both temporal electrodes for each emotion condition. Differences on the favor rating test and P100 in OMOTENASHI suggested that workers at inns may more quickly notice and be more sensitive to the facial emotion of guests due to hospitality training, and/or that hospitality expertise may increase attention to emotion by top-down and/or bottom-up processing.