Title: Intentional noncompliance: influencing employees' compliance decision in healthcare services

Authors: Maryam Memar Zadeh; Nicole Haggerty

Addresses: Business Administration Department, University of Winnipeg, 515 Portage Ave, Buhler Centre 3BC27, Winnipeg, Manitoba, R3B 2E9, Canada ' Ivey Business School, Western University, 1255 Western Rd, Richard Ivey Building 2311, London, Ontario, N6G 0N1, Canada

Abstract: 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.

Keywords: intentional failures; employee compliance; healthcare; operational risk; nursing.

DOI: 10.1504/IJHTM.2023.131519

International Journal of Healthcare Technology and Management, 2023 Vol.20 No.2, pp.126 - 143

Received: 30 May 2022
Accepted: 12 Jan 2023
Published online: 15 Jun 2023 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article