An investigation of perceptions toward paternalistic leadership from a qualitative perspective among 112 Emergency Call Center employees: The case of Eskişehir

The primary aim of this study is to examine the perceived leadership characteristics of call-taker personnel working at the 112 Emergency Call Center in the context of paternalistic leadership attitudes and behaviors, and to establish the relationship between these characteristics and the dimensions of paternalistic leadership. The participants of the study consist of personnel holding the title of "call-taker" at the Eskişehir 112 Emergency Call Center, which operates under the authority of the Governorship of Eskişehir. Data were collected through both face-to-face and online interviews conducted with the employees. The data collection process took place in May 2025. When analyzed from a qualitative perspective, the findings reveal that the manager is perceived by employees as a leader who creates a family-like work environment, shows individual concern, provides support in matters beyond work, and maintains a balance between authority and approachability. However, perceptions regarding the loyalty and commitment expectations dimension of paternalistic leadership were found to be weak.