本研究探討兩個主題：專家對於學校所學知識在實際產業應用情況的看
法以及大學汽車系對專家的助益程度。通過半結構化訪談深入了解如何將理
論和技能轉化為實踐，並討論了他們在過程中遇到的挑戰和學習經驗。同時，
瞭解專家對大學教育對專業發展的價值和影響的觀點。這些訪談主題提供了
深入且有價值洞察，有助於對研究結果進行分析解釋，能全面瞭解學校所學
在汽車產業實務中的應用性，並提供相關領域的實踐建議和改進方向。在訪
談過程中，採取多種方法來確保專家訪談的效度。首先，設計了清晰明確的
主題清單，引導訪談方向，確保與研究目的一致。其次，預測可能需要追加
問題以應對深入討論。並提供明確指導，使專家提供更具深度和洞察力的回
答。訪談過程使用錄音或錄像進行記錄，確保結果的準確和一致。同時，多
位研究者參與訪談，提供不同觀點和解釋提高訪談結果的可信度和效度。
最後通過與其他資料來源來驗證訪談結果的一致性和可靠性。

This study aims to explore the handling methods for customer complaints in
the service industry, specifically focusing on the context of automotive service
centers. In a highly competitive environment, maintaining excellent customer
service quality becomes a primary requirement for successful operations,
preventing customer churn and establishing a positive reputation. This paper
presents a case study on how a particular company utilizes the 8D methodology,
Six Sigma, and the PZB customer service quality gap model to address customer
complaints in automotive service centers and enhance customer satisfaction.
The research findings emphasize the importance of adopting a proactive
attitude towards customer complaints and provide a detailed overview of the
application of the 8D methodology and the PZB customer service quality gap
model. Additionally, this paper explores relevant research studies and offers
recommendations for improving service quality to enhance overall business value.
By leveraging the outcomes of this study, automotive service centers can learn
effective approaches to handle customer complaints and provide reasonable
explanations that satisfy customers, ultimately elevating their satisfaction with the
service. These methods and recommendations can also be applied to other
industries to enhance overall service quality and business value.