伴随着我国社会主义市场经济改革建设进程，各类企业实现了跨越式的发展。与企 业经济实力增强相对应的是，自我经济利益驱动下企业对社会造成的负面影响也时有发 生，产品质量、安全责任事故、环境污染、忽视员工权益以及损害消费者利益等案例陆 续曝光，企业履行社会责任状况受到来自学术界和公众的极大关注。 Z城市商业银行于2015年在地方省级政府的积极扶持下组建，旨在更好服务地方 经济发展，在经营过程中具有明显的外部性，其履行社会责任好坏与促进地区社会经济 发展密切相关，受到地方政府及地区企业居民的高度重视，研究其社会责任有着积极意 义。通过查找相关文献未发现已有研究案例，本文一定程度上弥补了Z城市商业银行社 会责任研究方面的缺憾，同时丰富了城市商业银行社会责任的理论。 本文从组建历程、组织架构、经营情况及所获荣誉等方面对Z城市商业银行整体状 况进行介绍，为研究Z城市商业银行的社会责任奠定基矗结合相关文献资料，给出Z 城市商业银行履行社会责任主要依据的利益相关者理论、卡罗尔金字塔理论及可持续发 展理论，并以此分析Z城市商业银行社会责任的内涵及特征，强调了Z城市商业银行在 实现自身发展前提下，所担负的体现在服务地方实体经济，促进当地社会民生进步的责 任使命。 本文核心是构建了Z城市商业银行社会责任的内容体系，主要包括对客户的责任、 对员工的责任、对股东的责任、对政府的责任、对社区的责任和对环境的责任；并根据 Z城市商业银行社会责任的内容和特点，对Z城市商业银行在现实情况中履行进行分析， 指出其履行社会责任的优秀及不足之处；最后本文提出提升Z城市商业银行履行社会责 任有效性的路径，从做好顶层制度设计、制定科学履行措施和形成多方参与机制三个方 面逐层递进给出建议。 关键词：Z城市商业银行；社会责任内容；履行情况 v Abstract Along with China's socialist market economy reform and construction process, various types of enterprises have achieved leapfrog development. Corresponding to the increase of the economic strength of enterprises, the negative impacts of enterprises on society driven by self-economic interests also occur from time to time. Cases such as product quality, safety responsibility accidents, environmental pollution, neglect of employees 'rights, and damage to consumers' interests have been exposed. The performance of corporate social responsibility has received great attention from academia and the public. Z City Commercial Bank was established in 2015 with the active support of local provincial governments. It aims to better serve local economic development. It has obvious externalities in the operation process. Its performance of social responsibilities is closely related to the promotion of regional social and economic development. Related, it is highly valued by local governments and local business residents, and research on its social responsibility has positive significance. By searching the relevant literature, no existing research cases have been found. This paper makes up for the lack of social responsibility research in Z City Commercial Bank to a certain extent, and enriches the theory of social responsibility of City Commercial Bank. This article introduces the overall status of Z City Commercial Bank from its establishment history, organizational structure, operating conditions and honors, etc., and lays a foundation for the study of Z City Commercial Bank's social responsibility. Based on the relevant literature, the stakeholder theory, Carroll's pyramid theory, and sustainable development theory of Z City Commercial Bank's main social responsibilities are given, and the connotation and characteristics of Z City Commercial Bank's social responsibility are analyzed. Under the premise of realizing its own development, the Z City Commercial Bank is responsible for serving the local real economy and promoting the progress of local people's livelihood. The core of this article is to construct the social responsibility content system of Z City Commercial Bank, which mainly includes the responsibility to customers, the employees, the shareholders, the government, the community, and the environment. The content and characteristics of city commercial banks 'social responsibility, analyze the performance of Z city commercial banks in real situations, and point out the excellence and deficiencies of their social responsibilities. Finally, this article proposes ways to improve the effectiveness of Z vi city commercial banks' social responsibilities in aspects of designing the top-level system, formulating a scientific implementation strategy, and forming a multi-party participation mechanism. Key words: Z city commercial bank; Contents of social responsibility; Performance of the situation vii 目 录 摘要..................................................................IV ABSTRACT................................................................V 目 录.................................................................VII 1 绪 论................................................................1 1.1 研究背景及意义....................................................1 1.1.1 研究背景...................................................1 1.1.2 研究意义...................................................2 1.2国内外研究现状....................................................2 1.2.1 国外相关研究...............................................2 1.2.2 国内相关研究...............................................5 1.3 研究内容与方法....................................................7 1.3.1 研究内容...................................................7 1.3.2 研究方法...................................................8 2 Z城市商业银行的概况..................................................9 2.1 Z城市商业银行基本情况............................................9 2.1.1 Z城市商业银行组建历程......................................9 2.1.2 Z城市商业银行组织架构.....................................10 2.2 Z城市商业银行发展状况...........................................11 2.2.1 Z城市商业银行经营情况.....................................11 2.2.2 Z城市商业银行所获荣誉.....................................12 3 Z城市商业银行社会责任的理论依据.....................................13 3.1 利益相关者理论...................................................13 3.1.1 理论的提出及发展..........................................13 3.1.2 理论的主要内容............................................14 3.2 卡罗尔金字塔理论.................................................15 3.2.1 理论的提出及发展..........................................15 viii 3.2.2 理论的主要内容............................................16 3.3 可持续发展理论...................................................16 3.3.1 理论的提出及发展..........................................16 3.3.2 理论的主要内容............................................17 4 Z城市商业银行社会责任的内涵及特点...................................18 4.1 Z城市商业银行社会责任的界定.....................................18 4.1.1 商业银行社会责任内容依据..................................18 4.1.2 Z城市商业银行社会责任的含义...............................19 4.2 Z城市商业银行社会责任的具体内容.................................19 4.2.1 对客户的社会责任..........................................19 4.2.2 对员工的社会责任..........................................21 4.2.3 对股东的社会责任..........................................22 4.2.4 对政府的社会责任..........................................23 4.2.5 对社区的社会责任..........................................24 4.2.6 对环境的社会责任..........................................25 4.3 Z城市商业银行社会责任的特点.....................................26 4.3.1 实现自身发展是基础社会责任................................26 4.3.2 服务地方实体经济是重要社会责任............................26 4.3.3 满足社会期望是更高层次责任................................26 4.3.4 在法律规制下履行社会责任..................................27 5 Z城市商业银行社会责任的履行现状.....................................28 5.1 对客户社会责任履行情况...........................................28 5.1.1客户满意度在不断提高.......................................28 5.1.2对各类客户的服务途径不断增加...............................29 5.1.3 普及金融知识的责任方面需加强.............................