本研究以台灣美髪師做母體，郵寄450份問卷，回收381份，364份有效。依此衡量服務過程，顧客參與是否提高服務努力。
本研究採用實地調查之研究，藉理論推導及實證驗證，闡述顧客參與與服務努力之間心理層面的關係，是直接影響或透過中介影響；釐清顧客監督的外在期望；正面情緒的內在認知之中介影響效果；確認其解釋機制，進一步建構管理機制，提升服務品質。研究目的包括探討：顧客參與與服務努力之關係、顧客參與與顧客監督之關係、顧客監督與服務努力之關係、顧客監督對顧客參與與服務努力之關係、顧客參與與正面情緒之關係、正面情緒與服務人員服務努力之關係、正面情緒對顧客參與與服務努力之關係。
研究結果顯示，顧客參與不會直接影響服務努力，需透過顧客監督的外在期望，及服務人員正面情緒間接影響服務努力。
研究貢獻有三，一為釐清顧客參與不直接引起服務努力，需藉顧客監督、正面情緒之中介影響服務努力。二為以心理層面，闡釋顧客參與對服務努力的管理路徑及解釋機制，三是將顧客參與納入管理流程，建立管理機制，提升服務努力建構競爭優勢。
In this study, 450 questionnaires were mailed to the sampled hair designers in Taiwan that is the research population, 381 responses were received with 364 validity questionnaires. The collected data was used to measure whether customer participation can improve the service's efforts or not.
By adopting field survey as research design, and through both theoretical derivation and empirical test in the service delivery process, the relationship that customer participation influence service's efforts were explored on psychological level. The influence effect is directing or mediating by mediating variables. The mediating effect for both the outside expectation of customer supervisor and the inside positive emotions of service people were clarified. The mechanism of explanation was clarified. Then, the mechanism of management was constructed, and the quality of service was improved.
Study objectives including to investigate the relationship between customer participation and service efforts, to investigate the relationship between customer participation with customer supervise, to investigate the relationship between customer supervision and service efforts, to explore the the relationship between customer supervision on customer participation and service efforts, to investigate the relationship between customer participation and service provider’s positive emotions, to investigate the relationship between positive emotions and service effort, to explore the relationship between positive emotions on customer participation and service effort.
The main finding of this research shows that customer participation does not influence on service's efforts directly, but through the outside expectation of customer supervisor, and the positive emotion of service people as mediating variable indirectly affecting service's efforts.
There are three contributions of this study. First contribution is clarify that customer participation will not lead to service's efforts directly. But through the customer supervisor and positive emotions as mediate variable indirectly affecting service's efforts. Second contribution is thoroughly investigating the psychological level on mediating variable, this study fully interpret the management path from customer participation to service's effort and its explanation mechanism. Third contribution is brings the issue of customer participation into the process of management, that help to establish a good management mechanism and improving service efforts. That also constructs the competitive advantage.
