Improving innovation support services in AIS: exploring innovative farmers and providers’ perceptions of service quality in Madagascar

Purpose: To support innovators – farmers, rural entrepreneurs or farmers' organisations – progress is needed towards a diversified, efficient, phased and timely set of innovation support services (ISS). In the context of a smallholder farming system and of dominant research and development funded ISS, we explored the multi-dimensional quality of ISS, through the perceptions of innovative farmers and service providers to best inform the design or revision of ISS. Methodology: Building on recent ISS literature, we applied a multi-case study design based on six innovation case studies in Madagascar. Using exploratory analysis, we screened ISS and the quality descriptors mentioned and ranked by both farmers and ISS providers. Findings: Our findings revealed that not only service providers, but also farmers, have a multi-faceted perception of ISS quality that accounts for both the structural and procedural dimensions of service provision. Practical Implications: The diversity of quality criteria and the discrepancy between innovators and ISS providers are insights to be leveraged to improve service provision. Theoretical Implications: We propose the basis of a multidimensional framework to assess the quality of ISS provision. Originality/Value: Our assessment calls for improved assessment and monitoring of ISS to address gaps in current ISS provision at the AIS level. We identify avenues for bundling ISS provision.