Behavioural risk work beyond formal controls: co-producing and managing insidious risks at the client interface
研究销售人员如何通过非正式实践管理日常业务中隐蔽的行为风险，以财富管理为例，分析客户经理如何构建客户整体视图并匹配风险偏好，防止客户不满。
This paper explores the interplay of formal and informal practices in dealing with well-known but insidious risks that can emerge from everyday business activities. Micro-level events and implicit behavioral factors may have harmful spillover effects. This study investigates how such risks are managed by salespeople seeking to comprehend and respond to behavioral phenomena among clients. The sensemaking and sensegiving perspectives are employed in analyzing such ‘riskwork’. The empirical investigation focuses on how wealth managers construct a holistic view of each client and how they match clients’ risk preferences with asset risks to prevent client dissatisfaction and other disruptive reactions. This paper claims three contributions. Primarily, this study adds to behavioral and communicational literature on riskwork by showing how business risks are managed beyond intra-organisational dynamics through client-specific expectations and perceptions management – by the nuanced deployment of both simplified and sophisticated portrayals of risk. Secondly, this study contributes to riskwork literature by illuminating the temporal dimension of riskwork, including prospective practices, real-time reactions, and retrospective reviews. Thirdly, this paper contributes to the discussion on the integration of riskwork by highlighting the nuanced roles of wealth managers in co-producing risks through their dual roles as salespeople and de facto risk managers.