Purpose The purpose of this paper is to illustrate the relationship between total quality management (TQM) and innovation and the way each impacts on the performance of agricultural research and development (R&D) organisations. Design/methodology/approach A gap score survey instrument based on the balanced scorecard approach, 25 most commonly reported TQM practices and two types of innovation were considered for data collection. Structural equation modelling was used for the analysis of the relationships between the surveyed constructs. Findings A positive relationship between TQM, innovation and performance was observed. A hypothesised model depicting the complex relationships between the investigated constructs was developed. Practical implications The model, which also predicts total effects of various organisational practices on performance, provides an opening for developing a TQM-innovation-performance framework for agricultural R&D organisations. Originality/value The survey instrument presents a novel approach for assessment of R&D policies and practices through determination of gap scores.

This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.