Final answer:
In high level of customer participation, customers are more actively involved in the service delivery process, contributing significantly to the outcome of the service or product, which can enhance personalization but complicate the management of service encounters.
Step-by-step explanation:
Unlike in moderate level of customer participation in the service delivery process, in high level of customer participation, customers play a more active role and there is a greater interaction in the creation and delivery of the service. A highly participative customer environment might demand more from customers in terms of time, effort, or information, thus increasing their input into the final service or product. This higher level of participation can lead to a more personalized service experience but may also introduce complexity in managing the service encounter.
For example, in a fee-for-service health financing system, medical care providers may adapt their services based on direct patient feedback, leading to a more engaged and possibly more satisfying health care experience for the patient. However, this can complicate service standardization and efficiency. The concept of the 'McDonaldization' of the United States shows a contrast, where routinized roles and low customer participation may discourage work ethic but facilitate standardization and predictability in service delivery.