Drawing on social exchange and similarity-attraction theories, we hypothesized that individuals' demographic characteristics, values, and personality influence their acquisition of central positions in their teams' social networks. Education and neuroticism predicted centrality five months later; individuals who were highly educated and low in neuroticism became high in advice and friendship centrality and low in adversarial centrality. Team members' values similarity to their teammates also predicted advice and friendship centrality; demographic similarity had limited effects.

We develop a framework of service-unit behavior that begins with a unit's leader's service-focused behavior and progresses through intermediate links (service climate and customer-focused organizational citizenship behavior) to customer satisfaction and then unit sales. Data from a sample of 56 supermarket departments provide at least moderate support for our mediational hypotheses. We discuss findings with a particular focus on the relationship between internal organization functioning and external effectiveness in service settings. In addition, several issues related to testing for mediation using quantitative analysis are identified and discussed.