This study examines how employees at Willys perceive and describe good leadership in their everyday work. The purpose of the study is to investigate which qualities and behaviours employees associate with good leadership, and how the store environment and the conditions of retail work influence their understanding of leadership. The research question is: What characterizes good leadership according to employees at Willys?

The study is based on a qualitative method using semi-structured interviews with employees at Willys. Through the interviews, the employees’ own experiences and descriptions of leadership were highlighted. The empirical material was analysed thematically, where recurring patterns in the respondents’ answers were identified and related to previous research and leadership theories.

The results show that good leadership, according to the employees, is mainly characterized by clarity, support, respect, fairness, trust and situational adaptation. Leadership is not primarily understood as a fixed personality trait of the manager, but as something that becomes visible through concrete actions in everyday work. The employees emphasize that a good manager needs to create order, clarify priorities, be available when needed and support employees in difficult situations. Respectful communication, fair distribution of responsibility and trust in employees’ competence are also described as central aspects of good leadership.

The study also shows that the store environment is important for how good leadership is understood. Since the work is characterized by time pressure, customer contact, varied tasks and cooperation, the practical and relational aspects of leadership become particularly important. The conclusion is that good leadership at Willys can be understood as practical, relational and situational leadership that needs to be adapted to the work situation, employees’ experience and the specific conditions of the store environment.