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Professor Marek Korczynski - Research

Professor Marek Korczynski is an internationally renowned scholar in the field of the Sociology of Work. Since January 2022, he has been Editor in Chief of Work, Employment and Society, a leading journal in the sociology of work. His research and writing focus on three areas: service work, music and work, and social theory and work.

Research on service work

Professor Korczynski has written extensively on the nature of service work in the context of an increasingly consumer-oriented society. His concept of the customer-oriented bureaucracy provides a framework for understanding the predominant forms of work organisation in customer-facing service jobs, such as in call centres, retail, hospitality, and health care. In 2002, this concept was explored in his book, Human Resource Management in Service Work.

In addition, he has pointed to the importance of understanding the social creation of customer abuse to service workers within the fabric of the service economy. It is the creation of the myth of customer sovereignty by service firms, and then the systematic failure by these firms to deliver such a myth - because, after all, service work is organised as a customer-oriented bureaucracy - that creates the conditions for customer abuse to develop. 

In these two key contexts – work organised as customer-oriented bureaucracy and the rise of customer abuse – service workers often turn to each for deep emotional support. Marek has conceptualised these often unseen, but essential forms of informal support, as ‘communities of coping’. This concept has inspired extensive research and further development by other researchers.

 

Research on music and work

While we spend around 40 hours a week at work, a key form of popular culture – pop music – rarely refers to work. It is this strange juxtaposition that has led Marek to explore various aspects of the connections and disconnections between music and work. 

In Rhythms of Labour, he has charted, with colleagues, the historical story of the widespread singing at work cultures that used to exist in the UK prior to industrialisation, the silencing of those cultures in the industrial revolution, and then the controlled introduction of broadcast music in some workplaces. Additionally, he has conducted an ethnographic study exploring how workers hear music and what it means to them in the context of repetitive factory work, For further insights, listen to Thinking Allowed on Radio 4.

Research on social theory and work

In 2006, Marek collaborated with two leading sociologists of work, Professor Paul K Edwards and Professor Randy Hodson, to edit Social Theory at Work. In 2009, he co-edited the book,Service Work: Critical Perspectives, which analysed different theoretical frames for understanding the nature of contemporary service work.

His 2024 book, The Sociology of Contemporary Work, provides a comprehensive theoretical narrative, addressing key concepts and debates within the field. Recently, he has worked with Dr Andreas Wittel, in applying the concepts of commons and commoning to forms of worker self-organisation in The Workplace Commons. Additionally, their article - After-Progress: Commoning in Degrowth – looks at ways of organising against the destruction of the planet by the current economic system.

Further reading:

Books:

Human Resource Management in Service Work

Rhythms of Labour – Music at work in Britain

Social Theory at Work

The Sociology of Contemporary Work

Journals:

Work, Employment and Society

Customer abuse to service workers: an analysis of its social creation within the service economy

Research:

Communities of Coping: Collective Emotional Labor in Service Work

The Workplace Commons: Towards Understanding Commoning within Work Relations

Articles:

After-Progress: Commoning in Degrowth


 

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Nottingham University Business School

Jubilee Campus
Nottingham
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