Ensuring service execution compliance with the requisites of day-today operational tasks continues to be a major managerial challenge for service systems, particularly in the healthcare context where patients' safety is at stake. In this qualitative inquiry, we use the data collected from a nursing care organisation to report on one underexplored category of employee failures: intentional noncompliance at the service execution stage. This specific category of failures happens when employees knowingly choose to deviate from the standards of the planned care, yet they have no malicious intention for sabotaging the organisation and/or its stakeholders. Based on our findings, preventing employees' intentional noncompliance requires designing compliance enablers that dampen the negative impact of socio-psychological inhibitors, which manifest in the form of personal and interpersonal traits and legitimise the employees' choice of deviation from the requirements.

Maryam Memar Zadeh

Nicole Haggerty

International Journal of Healthcare Technology and Management

IJHTM is a new series emerging from the International Journal of Technology Management. It provides an international forum and refereed authoritative sources of information in the fields of management, economics and the management of technology in healthcare.

The International Journal of Healthcare Technology and Management is a new series emerging from the International Journal of Technology Management. It serves as an international forum and a refereed authoritative source of information in the fields of management, economics, and the management of technology in healthcare.

《International Journal of Healthcare Technology and Management》是从《International Journal of Technology Management》衍生出的新系列期刊。它为管理、经济学以及医疗保健技术管理领域提供了一个国际论坛和经过同行评审的权威信息来源。

Intentional noncompliance: influencing employees' compliance decision in healthcare services

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Journal Info

Category	Quartile
HEALTH CARE SCIENCES & SERVICES	4