Multi-criteria client risk assessment in financial services: a resource-based framework for managing technology-mediated investment behaviors

Kay, S.; Gan, L.

Growing Science » Accounting » Multi-criteria client risk assessment in financial services: a resource-based framework for managing technology-mediated investment behaviors

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ISSN 2369-7407 (Online) - ISSN 2369-7393 (Print) Quarterly Publication Volume 12 Issue 1 pp. 43-54 , 2026

Multi-criteria client risk assessment in financial services: a resource-based framework for managing technology-mediated investment behaviors Pages 43-54 Download PDF

Authors: Sara Kay, Lena Gan

DOI: 10.5267/j.ac.2025.8.003

Keywords: Multi-Criteria Decision Making (MCDM), Resource-Based View, Client Risk Assessment, Technology Acceptance, Financial Services Management, Behavioral Analytics

Abstract: Technology-mediated client behaviors have emerged as critical determinants of organizational effectiveness and competitive positioning in the financial services landscape. This study examines multi-criteria client risk assessment within financial institutions, exploring the key facets that drive organizational capability development in managing digital transformation challenges. Using logistic regression and mediation analysis, we conducted an in-depth analysis based on a sample of 2,824 client profiles and comprehensive social media behavioral validation using 53,187 Reddit posts. Our findings reveal that technology usage assessment capabilities, age-based segmentation strategies, and behavioral motivation evaluation are the primary factors influencing organizational effectiveness in client risk management. In particular, systematic technology assessment emerged as the most critical determinant, underscoring the importance of developing sophisticated behavioral analytics capabilities to address evolving digital client behaviors. The implications of our findings extend to organizational strategy, innovation, and future research directions in financial services management, offering valuable insights to improve institutional effectiveness and competitive positioning against evolving technology-mediated challenges.

How to cite this paper

 Kay, S & Gan, L. (2026). Multi-criteria client risk assessment in financial services: a resource-based framework for managing technology-mediated investment behaviors.Accounting, 12(1), 43-54.

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