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.
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