Feedback Matters : Evidence from Agricultural Services

Jones, Maria Ruth ; Kondylis, Florence

World Bank, Washington, DC

关键词: agriculture;    agriculture extension;    fee for service;    citizen engagement;   

DOI  :  10.1596/1813-9450-7768
RP-ID  :  WPS7768

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

Feedback tools have become ubiquitous inthe service industry and social development programs alike.This study designed a field experiment to test whethereliciting feedback can empower users and increase demand fora service. The study randomly assigned different feedbacktools in the context of an agricultural service to documenttheir impact on clients' demand and shed light on theunderlying mechanisms. The analysis shows large demandeffects, in the current and following growing periods. Italso documents large demand effect spillovers, as othernon-client farmers in the vicinity of treated groups aremore likely to sign up for the service. To disentangle puresupply-side monitoring from demand-side accountabilityeffects, additional monitoring was randomly announced toextension workers across treatment and control communities.Extension workers do not exert significantly more effort invillages where additional monitoring takes place. The studyconcludes that farmers’ taste for "respect" leadstheir higher demand for the service.