{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,11]],"date-time":"2026-06-11T17:55:10Z","timestamp":1781200510282,"version":"3.54.1"},"reference-count":31,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2005,1,1]],"date-time":"2005-01-01T00:00:00Z","timestamp":1104537600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005,1,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>This paper derives a personalization framework for financial services by a literature review and examines the framework against the customer's perspective via the Delphi method.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The framework exhibits a product\u2010process viewpoint, while the panelists express a cost\u2010benefit viewpoint.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Concludes that financial firms should transform the content of relevance from product\u2010process dimensions to cost\u2010benefit dimensions. For customers to weigh benefits over costs, financial services should raise the level of service sophistication by keeping the promise of personal privacy, improving the accuracy and relevance of personalization results, and providing a convenient feedback channel that empowers customers by granting them full control over the accuracy of their personal information.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This paper explores why certain personalization practices are embraced by customers while others create nothing but nuisance.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635570510575171","type":"journal-article","created":{"date-parts":[[2005,2,9]],"date-time":"2005-02-09T11:07:23Z","timestamp":1107947243000},"page":"26-44","source":"Crossref","is-referenced-by-count":54,"title":["Customer\u2010oriented financial service personalization"],"prefix":"10.1108","volume":"105","author":[{"given":"Eugenia Y.","family":"Huang","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Chia\u2010Yu","family":"Lin","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"key":"key2022020820395292100_b1","doi-asserted-by":"crossref","unstructured":"Ahn, J.Y., Kim, S.K. and Han, K.S. 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