| Summary: | 碩士 === 大葉大學 === 人力資源暨公共關係學系 === 104 === This study was aimed to develop three mechanisms of multilevel relationship in mediating process of voice, positive mood, and extra-role customer service behavior to explain how and why organizational support enhances employee’s task performance. Drawing on a matching sample of 383 supervisor-subordinate dyads was from 79 managers of fast convenient chain store in middle Taiwan. In this study, constructs with different sources (e.g., employee rated their perceived organizational support in T1, while managers rated their employees’ voice and employee rated task performance, and employee rated their own positive mood and extra-role customer service behavior in T2) in order to reduce the possibility of same source bias was measured. To enhance the clarity of the causal relationship among variables of the present study, questionnaires were distributed at two time points. Results showed that the main effects of perceived organizational support lead to task performance. All of voice, positive mood, and extra-role customer service behavior had partial mediation effects on the relationship between perceived organizational support and task performance. Based on the findings, some suggestions for managerial and practical fields were offered.
Keywords: perceived organizational support, voice, positive mood, extra-role customer service behavior, task performance
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