Beyond Behavioural Bias: A Structured Taxonomy of Client Emotional Expression in Financial Planning
References
- Adepeju, AA, Ibem, EO, Oluwatayo, AA, & Okagbue, HI 2024, ‘Influence of client relationship management strategy on organisational performance.’ International Journal of Sustainable Development & Planning, 19(8).
- Aggarwal, J 2012, Understanding financial market failures. A survey. International Finance, 589–609.
- Alexander, J 2018, Financial planning & analysis and performance management. John Wiley & Sons.
- Ali, L, Haq, MZU, Asadullah, MA, & Haider, G 2025, ‘Leveraging emotional intelligence to enhance supply chain visibility and risk management: Evidence from empirical research. International.’ Journal of Engineering Business Management, 17, 18479790251368324.
- Altman, M 2012, ‘Implications of behavioural economics for financial literacy and public policy.’ The Journal of Socio-Economics, 41(5), 677–690.
- Angus, L, & Kagan, F 2007, ‘Empathic relational bonds and personal agency in psychotherapy: Implications for psychotherapy supervision, practice, and research.’ Psychotherapy: Theory, Research, Practice, Training, 44(4), 371.
- Baddeley, M 2018, ‘Behavioural economics and finance.’ Routledge.
- Baker, M 2018, ‘Translation and conflict: A narrative account.’ Routledge.
- Barrett, LF, Adolphs, R, Marsella, S, Martinez, AM, & Pollak, SD 2019, ‘Emotional expressions reconsidered: Challenges to inferring emotion from human facial movements.’ Psychological science in the public interest 20(1), 1–68.
- Berkovi, J 2016, ‘Effective client management in professional services: How to build successful client relationships.’ Routledge.
- Blažys, A 2025, Leader’s emotional intelligence and project success in the professional services industry, doctoral dissertation, Vilniaus Universitetas.
- Bradley, CM, Greer, LL, Trinh, E, & Sanchez-Burks, J 2024, ‘Responding to the emotions of others at work: A review and integrative theoretical framework for the effects of emotion-response strategies on work-related outcomes.’ Academy of Management Annals, 18(1), 3–43.
- Bouzguenda, K 2018, ‘Emotional intelligence and financial decision making: are we talking about a paradigmatic shift or a change in practices?’ Research in International Business and Finance, 44 273–284.
- Butler, MJ, O’Broin, HL, Lee, N, & Senior, C 2016, ‘How organizational cognitive neuroscience can deepen understanding of managerial decision-making: A review of the recent literature and future directions.’ International Journal of Management Reviews, 18(4), 542–559.
- Callahan, C, Frey, JJ, & Imboden, R (Eds.) 2019, ‘The Routledge handbook on financial social work: Direct practice with vulnerable populations.’ Routledge.
- Chang, CW, Huang, HC, Wang, SJ, & Lee, H 2021, ‘Relational bonds, customer engagement, and service quality.’ The Service Industries Journal, 41(5-6), 330–354.
- Clarke, I 2024, Why don’t small business owners take professional advice? A dyadic study from a client and adviser perspective doctoral dissertation, RMIT University Australia.
- Collins, ME, & Loughran, TA 2017, ‘Rational choice theory, heuristics, and biases.’ The Oxford Handbook of Offender Decision-Making, 6, 10.
- Crotty, J 2011, The realism of assumptions does matter: Why Keynes-Minsky theory must replace efficient market theory as the guide to financial regulation policy (No. 2011-05). Working paper.
- Coulter, RA, & Ligas, M 2004, ‘A typology of customer-service provider relationships: the role of relational factors in classifying customers.’ Journal of Services Marketing, 18(6), 482–493.
- Cruciani, C 2017, ‘Investor decision-making and the role of the financial advisor: A behavioural finance approach.’ Springer.
- Cull, MK 2015, The role of trust in personal financial planning, doctoral dissertation, University of Western Sydney (Australia).
- Dawson, R 2012, ‘Developing knowledge-based client relationships.’ Routledge.
- Dennison, J 2024, ‘Emotions: functions and significance for attitudes, behaviour, and communication.’ Migration Studies, 12(1), 1–20.
- Downey, HL, 2017, Ageing Australian farming couples’ retirement decision making in the contemporary context, doctoral dissertation, La Trobe.
- Elanda, Y, & Rizki, A 2024, The Role of Emotional Intelligence in Financial Competence. Escalate: Economics and Business Journal 2(02), 66–77.
- Feng, Y, Wang, J, Zhang, W, Chen, Z, Yutong, S, Xiao, X, ... & Yu, J 2025, ‘Reframe your life story: Interactive narrative therapist and innovative moment assessment with large language models.’ In Proceedings of the 2025 Conference on Empirical Methods in Natural Language Processing (pp. 24495–24520).
- Fosha, D 2002, ‘The activation of affective change processes in accelerated experiential-dynamic psychotherapy (AEDP).’ Comprehensive Handbook of Psychotherapy, 1, 309–344.
- Gabhane, D, Sharma, A, & Mukherjee, R 2023, ‘Behavioral finance: exploring the influence of cognitive biases on investment decisions.’ Boletin de Literatura Oral-The Literary Journal, 10(1), 3133–3141.
- Gray, J 2023, ‘Mastering emotional client conversations as a financial planner.’ Journal of Financial Planning, 36(11) 28–33.
- Hale, JS 2024, The power of words: Psychological strategies for effective communication. eBookIt. Com.
- Howard, JA 2012, ‘Behavioral finance: contributions of cognitive psychology and neuroscience to decision making.’ Journal of Organizational Psychology, 12(2), 52–70.
- Hughes, M, & Terrell, JB 2011, Emotional intelligence in action: Training and coaching activities for leaders, managers, and teams. John Wiley & Sons.
- Hunt, KHM, Brimble, M, & Freudenberg, B 2011, ‘Determinants of client-professional relationship quality in the financial planning setting.’ Australasian Accounting Business and Finance Journal, 5(2), 69–100.
- Idris, O 2023, ‘Discussion on the role of emotional intelligence in financial decision-making.’ Journal of Policy Options, 6(4) 20–29.
- Janocha, A, Shpakou, A, Sobieszczan´ska, M, Kałka, D, Klimatckaia, L, Woźniak, W, ... & Małyszczak, K 2018, ‘Emotions and their cognitive and adaptive functions.’ Progress in Health Sciences, 8, 178–184.
- Johnson, S. M 2019, Attachment theory in practice: Emotionally focused therapy (EFT) with individuals, couples, and families. Guilford Publications.
- Kanesan, P, & Fauzan, N 2019, ‘Models of emotional intelligence: A review.’ e-BANGI Journal, 16(7), 1–9.
- Kearney, T, Walsh, G, Barnett, W, Gong, T, Schwabe, M, & Ifie, K 2017, ‘Emotional intelligence in front-line/back-office employee relationships.’ Journal of Services Marketing, 31(2), 185–199.
- Kulal, A, Rahiman, H, Riha Parvin, S. M, Kambali, U, & Panakaje, N 2024, Impact of trust building strategies on investment decisions: Mediating role of the financial advisor client relationship.
- Kusev, P, Purser, H, Heilman, R, Cooke, A. J, Van Schaik, P, Baranova, V, ... & Ayton, P 2017, ‘Understanding risky behavior: The influence of cognitive, emotional and hormonal factors on decision-making under risk.’ Frontiers in Psychology, 8, 102.
- Laird, J. D 2007, Feelings: The perception of self. Oxford University Press.
- Lara, T 2011, Comparing the emotional intelligence, personal traits, and work impacts of performing versus high-performing middle managers, doctoral dissertation, Capella University.
- Leedy, KR 2024, ‘Its nuanced embrace.’ Comprehensive Approaches to Conflict Resolution 247.
- Levy, E. J 2025, ‘Trusting your guardian: relational trust in high-risk services.’ Socio-Economic Review.
- Li, Q 2024, ‘Analysis of the knowledge map in constructing the development trajectory of household finance research.’ Advances in Economics, Management and Political Sciences, 52(2), 371–378.
- Livet, P 2010, ‘Rational choice, neuroeconomy and mixed emotions.’ Philosophical Transactions of the Royal Society B: Biological Sciences, 365(1538) 259–269.
- Lloyd, M 2017, Influence of emotional intelligence on stress and job performance of financial planners, doctoral dissertation, Northcentral University.
- Lyles, W, White, SS, & Lavelle, B. D 2018, ‘The prospect of compassionate planning.’ Journal of Planning Literature, 33(3) 247–266.
- Maister, DH, Galford, R, & Green, C 2021, The trusted advisor. Free Press.
- Maman, D, & Rosenhek, Z 2020, ‘Facing future uncertainties and risks through personal finance: Conventions in financial education.’ Journal of Cultural Economy, 13(3), 303–317.
- McCarthy, AN 2020, Exploring the relationship between financial advisor emotional intelligence and perceived client relationship markers. Capella University.
- Mende, M, & Van Doorn, J 2015, ‘Coproduction of transformative services as a pathway to improved consumer well-being: Findings from a longitudinal study on financial counseling.’ Journal of Service Research, 18(3), 351–368.
- Miller, KI, & Koesten, J 2008, ‘Financial feeling: An investigation of emotion and communication in the workplace.’ Journal of Applied Communication Research, 36(1), 8–32.
- Mondal, A, & Gokhale, SS 2020, ‘Mining emotions on Plutchik’s wheel.’ In 2020, The Seventh International Conference on Social Networks Analysis, Management and Security (SNAMS), 1–6, IEEE.
- Molina Beltrán, C, Segura Navarrete, AA, Vidal-Castro, C, Rubio-Manzano, C, & Martínez-Araneda, C 2019, ‘Improving the affective analysis in texts: Automatic method to detect affective intensity in lexicons based on Plutchik’s wheel of emotions.’ The Electronic Library, 37(6), 984–1006.
- Neilson, B 2023, ‘Investigating the impact financial content structure has on consumer appreciation: An empirical study of Australian statement of advice documents.’ The Journal of Finance and Data Science, 9, 100103.
- Neilson, B 2024, ‘Investigating the relationship between processes and profit: A work-based assessment of process used in Australian financial planning firms.’ The Journal of Finance and Data Science, 10, 100128.
- Neilson, B, Marty, T, & Daley, N 2024, ‘Revising data collection methodology-evidence from the Australian financial sector.’ The Journal of Finance and Data Science, 10, 100131.
- Noel, D, Mason, V, & Spinios, R 2022, ‘Holistic retirement readiness: Integrating financial literacy and emotional intelligence for sustainable aging.’ Journal of Financial Counseling and Planning, 33(2), 282–296.
- Padmavathy, M 2024, ‘Behavioral finance and stock market anomalies: Exploring psychological factors influencing investment decisions.’ Shanlax International Journal of Management, 11(S1), 191–97.
- Pirisingula, S 2025, Evaluating emotional responsiveness in large language models: Plutchik’s emotions as a framework, master’s thesis, University of Nebraska at Omaha.
- Potter, AE, & Wesselmann, D 2022, EMDR and attachment focused trauma therapy for adults: Reclaiming authentic self and healthy attachments. Springer Publishing Company.
- Reitsamber, B 2021, The effect of advisor’s professional and emotional competence on customer responses in the context of financial services, doctoral dissertation, The University of Innsbruck.
- Richards, DW, Robinson, C, & Willows, GD 2025, ‘Professionalisation of financial planning in Australia, Canada, and South Africa.’ Australian Journal of Management, 50(4), 1087–1103.
- Samuel, AT 2023, ‘Exploring the significance of financial stability and the influence of expert financial advisors on the financial well being of Nigerian citizens.’ International Journal of Innovative Science and Research Technology, 8(6), 1858–1863.
- Şengöz, M 2021, ‘The effect of emotional engagements on decision making behavior.’ PressAcademia Procedia, 19(1), 36–43.
- Sandua, D 2024, Rebuilding trust: Overcoming betrayal and strengthening relationships. David Sandua.
- Sathya, N, & Gayathiri, R 2024, ‘Behavioral biases in investment decisions: An extensive literature review and pathways for future research.’ Journal of Information and Organizational Sciences, 48(1), 117–131.
- Shi, W, Ali, M, & Leong, C. M 2025, ‘Dynamics of personal financial management: a bibliometric and systematic review on financial literacy, financial capability and financial behavior.’ International Journal of Bank Marketing, 43(1), 125–165.
- Singh, A, Prabhakar, R, & Kiran, J. S 2022, ‘Emotional intelligence: A literature review of its concept, models, and measures.’ Journal of Positive School Psychology, 6(10), 2350–2364.
- Spreer, P 2024, ‘Fundamentals of decision-making.’ In PsyConversion®: 117 Behavior Patterns for an Improved User Experience and Higher Conversion Rates in E-Commerce (pp. 5–22, Wiesbaden: Springer Fachmedien Wiesbaden.
- Statharakos, N, Alvares, AJ, Papadopoulou, E, & Statharakou, A 2022, ‘Psychology of emotions.’ In The Psychology of Anger 21–50, Cham: Springer International Publishing.
- Suriyanti, S, Mandung, F, Afiah, N, & Irmayani, I 2024, ‘Exploring financial behavior: a qualitative investigation into psychological factors influencing risk preferences and investment decisions.’ Golden Ratio of Finance Management, 4(2), 100–112.
- Snyder-Duch, J 2018, ‘Relational advising: Acknowledging the emotional lives of faculty advisors.’ New Directions for Teaching and Learning, 153, 55–65.
- Taiwo, S. O 2022, ‘PFAI™: A predictive financial planning and analysis intelligence framework for transforming enterprise decision making.’ International Journal of Scientific Research in Science, Engineering, and Technology, 10.
- Trinh, TK, Jia, G, Cheng, C, & Ni, C 2025, ‘Behavioral responses to AI financial advisors: Trust dynamics and decision quality among retail investors.’ Applied and Computational Engineering, 144, 69–79.
- Vacondio, M 2023, ‘Risk and emotions: An analysis of the effect of risk perception, emotions, and emotional intelligence on protective and investment decisions.’ Frontiers in Psychology, 14, 1206487.
- Van Tonder, E 2016, ‘Trust and commitment as mediators of the relationship between quality advice and customer loyalty.’ Journal of Applied Business Research, 32(1) 289.
- Verma, S, Rao, P, Burton, B, & Kumar, S 2026, ‘Interconnectedness of emotions with investment decision making: A conceptual framework.’ Journal of Economic Surveys, 40(1), 116–132.
- Wang, Z 2025, ‘Exploring the intersection of psychology and economics: understanding consumption patterns and decision-making behaviors among low-income populations.’ Advances In Social Behavior Research, 15(1), 44–48.
- Yeo, KHK, Lim, WM, & Yii, KJ 2024, ‘Financial planning behaviour: a systematic literature review and new theory development.’ Journal of Financial Services Marketing 29(3), 979–1001.
- Yeo, KHK 2024, Understanding financial planning behavior: Insights from theory of planned behavior for financial planning, doctoral dissertation, Swinburne.
- Zaleskiewicz, T, & Traczyk, J. (Eds.) 2020, Psychological perspectives on financial decision making. Springer Nature.
- Zik-Rullahi, AA, Jide, I, & Onuh, E. O 2023, ‘Behavioural finance: Exploring the psychology and economic aspects of financial decision making.’ European Review In Accounting And Finance, 7 (3), 50–64. DOI:
Https://Doi.Org/10.5281/Zenodo , 8, 320116. - Zijlmans, LJM, Embregts, PJCM, Gerits, L, Bosman, AMT, & Derksen, JJL 2015, ‘The effectiveness of staff training focused on increasing emotional intelligence and improving interaction between support staff and clients.’ Journal of Intellectual Disability Research, 59(7), 599–612.
Language: English
Published on: Apr 13, 2026
Published by: Financial Advice Association of Australia
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Related subjects:
© 2026 Ben Oakley Neilson, published by Financial Advice Association of Australia
This work is licensed under the Creative Commons Attribution 4.0 License.