The mediating role of the perception of organizational virtuality in the effect of transformational leadership on organizational trust in 112 emergency call centers

This study aims to examine the mediating role of organizational virtuality perception in the effect of transformational leadership on organizational trust in 112 emergency call centers. The research universe included the employees of 112 emergency call centers active between 2009-2020 in Turkey. The research sample consisted of the employees of 112 emergency call centers in the provinces where research permits could be obtained. In order to collect data in the research, the transformational leadership scale, organizational trust scale and the organizational virtuality perception scale, for which the scale adaptation was made, were applied. In this direction, a survey was conducted on a total of 650 employees and 313 surveys were included in the scope of the research. As a result of the findings obtained, a positive, moderate and statistically significant effect of transformational leadership on organizational trust was found. It was determined that the perception of organizational virtuality had a partial mediating role in the effect of transformational leadership on organizational trust. On the other hand, since research findings may differ depending on the field of activity of the organizations, the market environment and the technology used, more academic studies are needed in different business lines on the conditions under which organizational trust can be achieved in virtual organizations.