Four seven-point Likert-type items assess the technical (outcome) dimension of financial adviser service quality, capturing perceptions of goal achievement, investment returns, portfolio protection, and investment appropriateness. This dimension is contrasted with functional (process-related) service quality in the nomological network. The scale was originally developed by Sharma and Patterson (1999) and replicated with high reliability.
Bell, S. J., Auh, S., & Smalley, K. (2005). Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169–183.
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