本人郑重声明：所呈交的学位论文，是本人在导师的指导下，独
立进行研究工作所取得的成果。除文中已经注明引用的内容外，本论
文不含任何其他个人或集体已经发表或撰写过的作品成果。对本文的
研究做出重要贡献的个人和集体，均已在文中以明确方式标明。因本
学位论文引起的法律结果完全由本人承担。

摘要
随着新冠疫情影响的不断扩大及金融监管的愈加严格，银行间同业竞争变得
越来越激烈，使得银行管理者将更高的业绩目标逐级下压到客户经理群体身上。
再加上频繁的加班，较大的工作强度以及来自生活和心理的压力增大，使得部分
客户经理的幸福感随之降低，逐渐产生了疲劳困倦、消极懈怠、精神不振等负面
情绪。已有研究表明，高幸福感的员工能为企业和社会营造和谐稳定的积极氛围，
更有利于经济、社会的全面健康可持续发展。本文以贵州省 B银行客户经理群
体作为研究对象，研究如何消除影响和制约客户经理群体幸福感的因素，找出提
高他们幸福感的策略，不仅能为员工幸福感提升理论提供新思路，也符合 B银
行“以人为本”的发展目标。
论文的研究工作主要包含三个方面：第一，通过理论分析和文献研究，明确
了幸福感的内涵及测量维度等内容，为进一步的研究奠定了基础；第二，以 B
银行客户经理为研究对象，通过问卷调查和数理统计，明晰了 B银行幸福感现
状；第三，通过访谈和对已获取信息的分析整理及深入剖析，归纳总结出了 B
银行客户经理幸福感缺失的主要原因为薪酬和绩效考核不匹配、工作安排与设计
不合理、工作与家庭关系不平衡以及人际交往压力难以缓解四个方面。
研究得出如下结论：第一，B银行客户经理幸福感总体偏低，在三个维度中，
心理幸福感维度的得分相对较高，工作和生活幸福感维度的得分相对较低，他们
的幸福感有尚待提升的空间；第二，健康状况及家庭关系和睦程度不同的客户经
理，在生活、工作和心理幸福感三个维度上存在显著差异，客户经理自身健康状
况越佳，其幸福感越高，家庭关系越和睦，其幸福感也越高；第三，可以通过建
立与目标相匹配的绩效考核体系，提供满足员工工作需求的相关资源，同时积极
营造支持个人发展的管理环境和塑造良好的人际关系氛围等策略来进一步提升
客户经理的幸福感。
关键词：B银行；客户经理；幸福感
I

Abstract
Interbank rivalry got more severe as the effect of the pandemic grew and
financial regulation became harsher, prompting bank executive to cascade greater
performance expectations down to groups of account managers. With frequent
overtime task, increasing job intensity, and increased pressure from life and
psychology, some account managers' happiness is gradually eroded, resulting in
unpleasant feelings like exhaustion and drowsiness, negativity and slackness, and
poor spirits. Employees with a high sense of well-being have been demonstrated in
studies to produce a harmonious and stable positive climate for businesses and society,
which is more favorable to the economy's and society's overall healthy and
sustainable growth. This paper takes the account manager group of Bank B in
Guizhou Province as the research object, studies how to eliminate the factors affecting
and restricting the happiness of the customer manager group, and discusses strategies
to improve their happiness, which not only provides new ideas for the theory of
employee happiness enhancement, but also conforms to Bank B's "people-oriented"
development goal.
The following are the key features of the thesis research work. First, the
connotation and measurement dimensions of happiness were clarified through
theoretical analysis and literature research, laying the groundwork for future research;
Second, using Bank B's account managers as the research object, the current state of
happiness in Bank B was clarified through questionnaire surveys and mathematical
statistics; Third, through interviews, the analysis and collation of the obtained
information, and in-depth analysis, the current state of happiness in Bank B was
clarified. Third, the main reasons for Bank B's account managers' dissatisfaction were
summarized as a mismatch between salary and performance appraisal, unreasonable
work arrangement and design, imbalance between work and family relationships, and
difficulty in relieving interpersonal pressure, which based on interviews, data analysis,
and in-depth analysis.
The study came to the following conclusion. To begin with, the happiness of
Bank B's account managers is typically low, with relatively high scores on the
psychological well-being dimension and relatively low scores on the work and life
well-being dimensions of the three dimensions, indicating that there is potential for
improvement. Second, account managers with varying levels of health and family
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