Factors leading to business process noncompliance and its positive and negative effects: Empirical insights from a case study

Ermeson Carneiro de Andrade, Henrik Leopold, J.H. van der Aa, Steven Alter, Hajo A. Reijers

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-review

Abstract

Many organizations face noncompliance in their business processes. Such noncompliant behavior can range from well-intended actions to the deliberate omission of essential tasks. The current view on noncompliance is mostly negative and many researchers discuss how to avoid it altogether. A gap in the research is a lack of empirical insights on when noncompliance has positive and when it has negative effects. Against this background, we conduct a qualitative study in the customer service department of a company hosting one of Europe's leading online project platforms. Differing from previous studies on business process noncompliance, the starting point of our study is direct observations of how employees conduct their work. We found that noncompliant behavior with a positive intention had a mostly positive effect on business process outcomes. Unintended factors of noncompliance, such as a lack of knowledge or carelessness, caused the most severe negative impact on business process outcomes.

Original languageEnglish
Title of host publication22nd Americas Conference on Information Systems, AMCIS 2016, San Diego, CA, USA, August 11-14, 2016
PublisherAssociation for Information Systems
ISBN (Print)978-0-9966831-2-8
Publication statusPublished - 2016
Event22nd Americas Conference on Information Systems: Surfing the IT Innovation Wave, AMCIS 2016 - San Diego, United States
Duration: 11 Aug 201614 Aug 2016

Conference

Conference22nd Americas Conference on Information Systems: Surfing the IT Innovation Wave, AMCIS 2016
CountryUnited States
CitySan Diego
Period11/08/1614/08/16

Keywords

  • Business process noncompliance
  • Noncompliant behavior
  • Process outcomes

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