Nottingham University Business School
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Professor Marek Korczynski

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BA (Hons) (University of Liverpool), Ma (University of Warwick), PhD (University of Warwick)
Professor of Sociology of Work and HRM

Division: Organisational Behaviour and Human Resource Management
Tel: +44 (0) 115 8468486
Location: C03 (North Building, Jubilee Campus)

I have previously held positions at the University of New South Wales, Australia, and at Loughborough University.
I joined the University of Nottingham in 2012.

Research Interests
The sociology of interactive service work: emotional labour; control; resistance; customer-worker relations; participation; collective organisation of workers; gender; theorising service work; consumption within service interactions.
I am Co-Investigator of the ESRC Seminar Series: Migrants, Workplace and Community: Learning from Innovation in Civil Society.
Trade unions and industrial relations;
Ethnography and fsQCA in the sociology of work.
Music and work.

Administrative Roles
Division Head (OB/HRM)
I am module convenor of the following modules:


Organisational Theory and Practice (N13802)


Managing People (N14J17)

Details of all modules can be found on MyNottingham

Current Research Activities
Sociology of service work. I examine how work is structured for service workers, and how service workers experience, and respond to these structures. Theoretically, I have put forward a model of a 'customer-oriented bureaucracy' which positions service work organization as informed by dual and potentially contradictory logics - those of rationalisation and that of customer-orientation. In service work, we must consider not only production relations, but also relations of consumption, and I have argued that consumption in service interactions is framed by the promotion of 'an enchanting myth of customer sovereignty'. I am examining how far the customers appear as alienating figures to service workers and how far there are spaces for the social embedding of relations between service workers and customers.

Music and work. Motivated by the curious fact that popular music barely alludes to the arena of work, even though we spend so much of our lives at work, I have examined meetings of music and work. With colleagues, I have charted the social history of music in the workplace - from the common singing at work cultures in many pre-industrial occupations, via the silencing effect of industrialisation, to the carefully controlled introduction of broadcast music in workplaces. Our book on this is with Cambridge University Press: Here is a link to a video, with a lecture on this:
This talk, 'I hear the British Isles singing' has twice been linked to concerts by the folk artist, Eliza Carthy, who has sung songs re-discovered within our research.
I am currently supervising the following Research Students:

Gabriella Cioce
Joe Kearsey
Peter James Carter
Priyanka Vedi

Publications prior to 2005

Publications prior to 2005

Journal Articles

Korczynski, M. (2004), "Back-office service work: Bureaucracy challenged?", Work, Employment and Society, Vol.18 (1), pp. 97-114.

Korczynski, M.; Ott, U. (2004), "When Production and Consumption Meet", Journal of Management Studies, Vol.41 (4), pp. 575-599.

Korczynski, M. (2003), "Communities of Coping: Collective Emotional Labour in Service Work", Organization, Vol.10 (1), pp. 55-79.

Korczynski, M. (2003), "Music for Labour(ed) Movements: Why the Chattanooga Choo-Choo rather than The International Became the Song to Unite the Human Race", Labour History Review, Vol.68 (1), pp. 129-138.

Korczynski, M. (2003), "Music at Work: Towards a Historical Overview", Folk Music Journal, Vol.8 (3), pp. 314-334.

Tam, M.; Korczynski, M.; Frenkel, S.J. (2002), "Organizational and Occupational Commitment: Knowledge Workers in Large Corporations", Journal of Management Studies, Vol.39 (5), pp. 775-802.

Korczynski, M. (2000), "The Political Economy of Trust", Journal of Management Studies, Vol.37 (1), pp. 1-21.

Korczynski, M.; Ritson, N. (2000), "Derecognising Unions and Centralising Bargaining: Dualism in the Oil and Chemical Industries", Work, Employment and Society, pp. 419-437.

Korczynski, M.; Shire, K.; Frenkel, S.J.; Tam, M. (2000), "Service Work in Consumer Capitalism: Customers, Control and Contradictions", Work, Employment and Society, Vol.14 (4), pp. 669-687.

Korczynski, M. (1999), "The Restrictive Practices of Capital", Business History, Vol.41 (3), pp. 134-160.

Frenkel, S.J.; Tam, M.; Korczynski, M.; Shire, K. (1998), "Beyond Bureaucracy? Work Organisation in Call Centres", International Journal of Human Resource Management, pp. 957-979.

Korczynski, M. (1997), "Centralisation of Collective Bargaining in a Decade of Decentralisation: The Case of the Engineering Construction Industry", Industrial Relations Journal, Vol.28 (1), pp. 14-26.

Korczynski, M. (1996), "The Low-Trust Route to Economic Development: Inter-Firm Relations in the UK Engineering Construction Industry in the 1980s and 1990s", Journal of Management Studies, Vol.33 (6), pp. 787-808.

Korczynski, M.; Shire, K.; Frenkel, S.J.; Tam, M. (1996), "Front Line Work in the 'New Model Service Firm': Australian and Japanese Comparisons", Human Resource Management Journal(UK), pp. 72-87.

Frenkel, S.J.; Korczynski, M.; Donoghue, L.; Shire, K. (1995), "Reconstituting Work: Trends Towards Knowledge Work and Info-Normative Control", Work, Employment and Society, pp. 773-796.

Korczynski, M. (1994), "Low Trust and Opportunism in Action: Evidence on Inter-Firm Relations from the British Engineering Construction Industry", Journal of Industry Studies, Vol.1 (2), pp. 43-64.


Korczynski, M. (2002), Human Resources Management in Service Work, Palgrave Macmillan Ltd.

Frenkel, S.J.; Korczynski, M.; Shire, K.A.; Tan, M. (1999), On the Front line, Cornell University Press.

Chapters in Books

Korczynski, M. (2003), "Guvenin Ekonomi Poltigi", in Erdem, F, (ed) Sosyal Bilmlerde Guven (Trust in the Social Sciences), pp. 61-88, Ankara: Vadi Yaymlari.

Korczynski, M. (2003), "Consumer Capitalism and Industrial Relations", in Ackers, P, Wilkinson A (ed) Understanding Work and Employment,, pp. 265-277, Oxford University Press.

Korczynski, M. (2003), "Access", in Lewis-Beck, M. Bryman, A, Futing Liaio, T (ed) The Sage Encyclopedia of Social Science Research Methods, Sage.

Korczynski, M. (2002), "Call Centre Consumption and the Enchanting Myth of Customer Sovereignty", in Holtgrewe, U, Shire, K, Kerst, C (ed) Re-organising Service Work, pp. 13-182, Aldershot: Ashgate.

Korczynski, M. (2001), "The Contradictions of Service Work: Call Centres as Customer-Oriented Bureaucracy", in Sturdy, A, Grugulis, I, Willmott, H (ed) Customer Service, Sturdy, pp. 60-79, Macmillan/Palgrav, Basingstoke.

Publications from 2005 to the present day

Journal Articles

Chertkovskaya, K.; Korczynski, M.; Taylor, S. (2017), "The consumption of work: Representations and interpretations of the meaning of work at a UK university", Organization, pp. 1-20.

Payne, J.; Korczynski, M.; Cluley, R. (2017), "Hearing music in service interactions: A theoretical and empirical analysis", Human Relations, Vol.70 (12), pp. 1471-1441.

Strobaek, P.; Korczynski, M. (2017), "Client Abuse to Public Welfare Workers: Theoretical Framework and Critical Incident Case Study", Sociology, Vol.52 (4), pp. 762-777.

Jiang, Z.; Korczynski, M. (2016), "When the unorganizable organize: The collective mobilization of migrant domestic workers in London", Human Relations, Vol.69 (3), 813-838.

Brown, K.; Korczynski, M. (2015), "The caring self within a context of increasing rationalisation: The enduring importance of clients for home care aides", Sociology, Vol.51 (4), pp. 833-849, DOI: 10.1177/0080385.

Korczynski, M. (2013), "The customer in the sociology of work: different ways of going beyond the management-worker dyad", Work, Employment and Society, Vol.27 (6), pp. 1-7, DOI: 10.1177/0950017012464424.

Korczynski, M.; Evans, C. (2013), "Customer Abuse to Service Workers An Analysis of Its Social Creation within the Service Economy", Work, Employment and Society, Vol.27 (5), pp. 768-784.

Korczynski, M. (2011), "The dialectical sense of humour: routine joking in a Taylorized factory", Organization Studies, Vol.32 (10), pp. 1420-40.

Korczynski, M. (2011), "Stayin' alive on the factory floor: an ethnography of the dialectics of music in the routinized workplace", Poetics, Vol.39 (2), pp. 87-106.

Brown, K.; Korczynski, M. (2010), "When Caring and Surveillance Meet: Organisational Commitment and Discretionary Effort in Home Care Work", Work and Occupations, Vol.37 (3), pp. 404-432.

Korczynski, M. (2009), "The mystery customer: Continuing absences in the sociology of service work", Sociology, Vol.43 (5), pp. 952-967.

Nickson, D.; Korczynski, M. (2009), "Aesthetic labour, emotional labour and masculinity", Gender, Work and Organization, Vol.16 (3), pp. 291-299.

Korczynski, M.; Pickering, M.; Robertson, E. (2008), "The last British work songs: Music, Class and community in the Kent hop fields of the early and middle twentieth centry", Management and Organizational History, Vol.3 (1), pp. 81-102.

Korczynski, M.; Tyler, M. (2008), "Introduction: The Contradictions of Consumption at the Point of Service Delivery", Journal of Consumer Culture, Vol.8 (3), pp. 307-320.

Robertson, E.; Pickering, M.; Korczynski, M. (2008), "And Spinning so with Voices Meet, Like Nightingales they Sung Full Sweet':Unravelling Representations of Singing in Pre-industrial Textile Production", Cultural and Social History, Vol.5 (1), pp. 11-31.

EL-Sawad, A.; Korczynski, M. (2007), "Management and music: The exceptional case of the IBM Songbook", Group and Organization Management, Vol.32, pp.pp, 79-108.

Korczynski, M. (2007), "Service work, social theory and collectivism", Work, Employment and Society, Vol.21 (3), pp. 577-588.

Korczynski, M. (2007), "Music and meaning on the factory floor", Work and Occupations, Vol.34 (3), pp. 253-289.

Prichard, C.; Korczynski, M. (2007), "Music and work: An introduction", Group and Organization Management, Vol.32, pp. 4-21.

Robertson, E.; Korczynski, M.; Pickering, M. (2007), "Harmonious Relations?: Music at work in the Rowntree and Cadbury factories", Business History, Vol.49 (2), pp. 211-34.

Korczynski, M.; Jones, K. (2006), "Music while you work: The social origins of broadcast music in British factories", Popular Music, Vol.25 (2), pp. 145-164.

Korczynski, M.; Ott, U. (2006), "The menu in society: Mediating structures of power and enchanting myths of individual sovereignty", Sociology, Vol.40, pp. 911-928.

Pickering, M.; Korczynski, M. (2006), "Rhythms of labour: The British work song revisited", Folk Music Journal, Vol.9 (2), pp. 226-245.

Bishop, V.; Korczynski, M.; Cohen, L. (2005), "The Invisibility of Violence: Constructing Violence out of the Job Centre Workplace in the UK", Work, Employment and Society, Vol.19 (3), pp. 583-602.

Bishop, V.; Korczynski, M.; Cohen, L. (2005), "The Invisibility of Violence: Constructing Violence out of the Job Centre Workplace in the UK", Work, Employment and Society, Vol.19 (3), pp. 583-602.

Duran-Palma, F.; Wilkinson, A.; Korczynski, M. (2005), "Labour Reform in a Neo-Liberal 'Protected' Democracy: Chile 1990-2001", International Journal of Human Resource Management, Vol.16 (1), pp. 65-89.

Kerfoot, D.; Korczynski, M. (2005), "Gender and service work: New directions for the study of front-line service work", Gender, Work and Organization, Vol.12 (5), pp. 387-399.

Korczynski, M. (2005), "Service work and skills: An overview", Human Resource Management Journal(UK), Vol.15 (2), pp. 1-12.

Korczynski, M. (2005), "The point of selling", Organization, Vol.12 (1), pp. 69-88.

Korczynski, M. (2005), "Consumption and service interactions", Journal of Consumer Culture, Vol.5 (3), pp. 289-293.

Korczynski, M.; Ott, U. (2005), "Sales Work under Marketization: The Social Relations of the Cash Nexus?", Organization Studies, Vol.26 (5), pp. 707-728.

Korczynski, M.; Robertson, E.; Pickering, M.; Jones, K. (2005), "We sang our way through that war": Women, music and the social relations of world war two factories", Labour History Review, Vol.70 (2), pp. 199-228.


Korczynski, M. (2014), Songs of the Factory: Pop Music, Culture and Resistance, Cornell University Press.

Korczynski, M.; Pickering, M.; Robertson, E. (2014), ed Rhythms of Labour: Music at Work in Britain, CD release, Harbourtown Records.

Korczynski, M.; Pickering, M.; Robertson, E. (2013), Rhythms of Labour: Music at Work in Britain, Cambridge University Press.

Korczynski, M.; Macdonald, C. (2009), ed Service Work: Critical Perspectives, Routledge, New York: USA.

Korczynski, M.; Hodson, R.; Edwards, P. (2006), ed Social Theory at Work, Oxford University Press.

Chapters in Books

Korczynski, M. (2013), "The point of selling: capitalism, consumption and contraditions", in Tadajewski, M and Cluley, R (ed) New Directions in Critical Marketing Studies, Sage Publications.

Korczynski, M. (2013), "Touching moments: An analysis of the skillful search for dignity within body work interactions", in Cohen, S (ed) Body/Sex/Work - intimate , embodied and sexualised labour, pp. 28-42, Palgrave Macmillan Ltd.

Korczynski, M.; Evans, C. (2013), "Customer abuse to service workers: An analysis of its social creation within the service economy", in Tadajewski, M and Cluley, R (ed) International Perspectives on Marketing Theory, Sage Publications.

Korczynski, M.; Ott, U. (2013), "Sales work under marketization: The social relations of the cash Nexus?", in Tadajewski, M and Cluley R (ed) New directions in critical marketing studies, Sage Publications.

Korczynski, M.; Pickering, M.; Robertson, E. (2013), "Rhythms of Labour: Hearing the Lost Singing Voice of Workers in the British Isles", in Korczynski, M, Pickering, M and Robertson, E (ed) Rhythms of Labour: Music at Work in Britain, CD with Harbourtown Records.

Korczynski, M. (2011), "The point of selling: Capitalism, consumption and contrdictions", in Critical Management Studies.

Korczynski, M. (2010), "Service work", in Ritzer,G (ed) Concise Encyclopaedia of Sociology, Blackwell Publishing, Oxford.

Korczynski, M. (2009), "Service Work: Critical Perspectives: An introduction", in Macdonald, C, Korczynski, M (ed) Service Work: Critical Perspectives, pp. 1-10, Routledge, New York: USA.

Korczynski, M. (2009), "Understanding Contradictions within the Lived Experience of Service Workers: The Customer-Oriented Bureaucracy", in Korczynski, M, Macdonald, C (ed) Service Work: Critical Perspectives, pp. 73-90, Routledge, New York.

Korczynski, M.; Bishop, V. (2008), "The Job Center: Abuse, Violence and Fear on the Front Line, Implications of the Rise of the Enchanting Myth of Customer Sovereignty", in Fineman, S (ed) Emotions in Organisations: Critical Voices, pp. 74-87, Blackwell Publishing, Oxford.

Korczynski, M. (2007), "HRM and the Menu Society: The Fetishization of Individual Choice", in Bolton, S. and Houlihan, M (ed) Searching for the Human in Human Resource Management, pp. 103-114, Basingstoke: Palgrave/Macmillan.

Korczynski, M. (2007), "Service work", in Ritzer, G (ed) Blackwell Encyclopedia of Sociology, Blackwell Publishing, on-line version.

Frenkel, S.J.; Tam, M.; Korczynski, M.; Shire, K. (2006), "''Beyond Bureaucracy? Work Organisation in Call Centres", in Beynon, H, Nichols, T (ed) Patterns of Work in the Post Fordist Era, (9 (2)), Edward Elgar Publishing Limited.

Korczynski, M.; Hodson, R.; Edwards, P. (2006), "Introduction: Competing, Collaborating and Reinforcing Theories", in Korczynski, M, Hodson, R, Edwards, P (ed) Social Theory at Work, pp. 1-24, Oxford University Press.

Sturdy, A.; Korczynski, M. (2005), "Service work and participation", in Harley, B, Hyman, J, Thompson P (ed) Participation and Democracy at Work, pp. 94-112, MacMillan Publishers Ltd.

Tam, M.; Korczynski, M.; Frenkel, S.J. (2005), "Organizational and Occupational Commitment: Knowledge Workers in Large Corporations", in Little S, Ray, T (ed) Managing Knowledge: An Essential Reader, (8), Sage Publications.



Nottingham University Business School

Jubilee Campus

telephone: +44 (0) 115 846 6602
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