隨著台灣社會經濟的發展和產業結構的轉型，服務業已成為主導產業，進入了服務經濟時代。在這樣的背景下，餐飲服務業作為重要一環，其人員與顧客的互動更加頻繁且密切。然而，傳統的管理方式往往難以有效應對服務人員情緒波動和顧客期望的變化，因此需要創新的管理模式來因應市場競爭和顧客需求的變化。
本論文旨在探討影響餐飲服務業情緒勞務的關鍵因素，並提出創新的行為模式。情緒勞務指的是在服務過程中需要管理和表達情感的工作，其重要性日益凸顯，但傳統上常被視為負面工作負荷。因此，本論文關注情緒勞務中的創新行為，即在處理情感工作方面的新思維和方法。為了確定餐飲服務業情緒勞務的關鍵影響因素，本論文採用了專家訪談法，透過與餐飲服務業的兩位專家進行深入訪談，收集了第一手資料，他們在業界擁有豐富的實務經驗和深厚的理論知識。透過訪談，本論文成功識別並歸納出影響餐飲服務業情緒勞務的三個關鍵因素。接著，本論文將三個影響因素轉換為萃智理論中的31項管理參數，進一步分析矛盾矩陣並對應40項發明原則，以提出可執行的方案。藉此，提出了對企業管理實踐的建議，旨在促進情緒勞務的創新，提高服務品質和員工幸福感。
本研究以萃智理論為基礎，提出創新策略來優化餐飲服務業的情緒勞務。透過自主支援情緒管理提升員工的個人調節能力，定期反饋與溝通協作促進問題解決，強化自我調節情緒則透過技巧訓練與心理建設提升員工應對壓力的能力。這些方法構建了一套完整的情緒管理系統，改善情緒健康、提升工作滿足感與組織效率。這些策略不僅能顯著提升服務質量和顧客滿意度，也能充分發揮員工的情緒價值，最終實現企業的可持續發展目標。

With the development of Taiwan's social economy and the transformation of the industrial structure, the service industry has become the leading industry and has entered the era of service economy. In this context, the catering service industry, as an important part, has more frequent and close interaction between its personnel and customers. However, traditional management methods are often difficult to effectively respond to the mood fluctuations of service personnel and changes in customer expectations, so innovative management models are needed to respond to market competition and changes in customer needs.
This thesis aims to explore the key factors influencing emotional labor in the catering service industry and propose an innovative behavior model. Emotional labor refers to the work that requires managing and expressing emotions during the service process. Its importance has been increasingly highlighted, although traditionally it has often been viewed as a negative job burden. Therefore, this thesis focuses on innovative behaviors in emotional labor, specifically new ideas and methods in handling emotional work. To identify the key influencing factors of emotional labor in the catering service industry, this thesis adopts the expert interview method, conducting in-depth interviews with two experts from the catering service industry. These experts have extensive practical experience and profound theoretical knowledge. Through these interviews, this thesis successfully identifies and summarizes three key factors influencing emotional labor in the catering service industry. Subsequently, these three influencing factors are converted into the 31 management parameters in TRIZ theory. Further analysis of the contradiction matrix and the corresponding 40 inventive principles is conducted to propose executable solutions. In this way, the thesis offers recommendations for business management practices, aiming to promote innovation in emotional labor, enhance service quality, and improve employee well-being.
This study, based on TRIZ theory, proposes innovative strategies to optimize emotional labor in the catering service industry. Through self-supporting in emotional management, employees' personal regulation abilities are enhanced, while regular feedback and communication collaboration facilitate problem-solving. The reinforcement of self-regulation of emotions focuses on skill training and psychological development to improve employees' ability to cope with stress. These methods form a entire emotional management system that improves emotional well-being, job satisfaction, and organizational efficiency. These strategies not only significantly improve service quality and customer satisfaction but also fully leverage employees' emotional value, ultimately achieving the company's sustainable development goals.

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