中文摘要：

　在产品或服务的生产过程中，顾客参与行为越来越普遍。当前文献都希望用不同理论证明顾客参与对顾客满意有正面影响，而将中间过程视为黑箱。在服务营销顾客参与研究领域提出感知控制的概念，旨在探讨顾客参与、感知控制与顾客满意度三者之间的因果关系。依据文献建立观念性研究框架，运用路径分析研究变量问的关系，探讨顾客参与程度对感知控制和顾客满意关系的调节效应。结果发现顾客参与会正向影响顾客的感知控制，顾客参与程度也会调节感知控制与顾客满意的关系，最后提出了研究结果的理论和管理意义。

英文摘要：

Customer participation appears to be growing in the production of goods and services. As to the relationship of customer participation and satisfaction, the current marketing literature has largely want to certificate the positive effect from different theory while neglecting the medial affecting factors. This study put for- ward perceived control for the first time in the customer participation domain, the aim which is to study the consequence relationship among customer participation, perceived control and customer satisfaction. Based on the current literature, this study sets up concept model and does a theoretical and empirical study using the method of path analysis and multivariate analysis of variance to investigate the relationship among the variables and the moderating effect of the degree of customer participation. The results show customer perticipation does have positive effect on customer perceived control, and customer participation degree will regulate their relationship. The other aim of the research is to give some management suggestions.