Goffmanian “Cooling” in Technology-Mediated Frontline Enforcement Work

IF 2.7 2区社会学 Q2 COMPUTER SCIENCE, INTERDISCIPLINARY APPLICATIONS

Social Science Computer Review Pub Date : 2025-07-18 DOI:10.1177/08944393251361938

Pegah Moradi, Karen Levy, Elizabeth Chiarello

引用次数: 0

Abstract

Frontline workers enforce rules in their interactions with customers, patients, and everyday people. AI and other emerging digital technologies increasingly mediate these interactions, but sociologists have often overlooked how technology affects relationships between enforcer and enforcee. We argue that centering Erving Goffman’s ideas of “cooling the mark out”—ameliorating tense interactions after a loss of face, status, or self-image—can illuminate how new, data-driven technologies shift roles and relationships in frontline work. We illustrate these processes by drawing on three case studies: self-checkout in retail cashiering, electronic driving logs in commercial vehicle inspections, and prescription drug monitoring programs in pharmacy. We conclude with recommendations for how sociologists of AI can draw on Goffman to theorize about changes in frontline work occasioned by new AI-driven technologies.

查看原文本刊更多论文

技术介导的一线执法工作中的戈夫曼式“冷却”

一线工作人员在与客户、患者和普通人的互动中执行规则。人工智能和其他新兴数字技术越来越多地调解这些互动，但社会学家往往忽视了技术如何影响执行者和被执行者之间的关系。我们认为，以欧文·戈夫曼的“冷却标记”思想为中心——在失去面子、地位或自我形象后改善紧张的互动——可以阐明新的、数据驱动的技术如何改变一线工作中的角色和关系。我们通过三个案例研究来说明这些过程：零售收银中的自助结账，商用车检查中的电子驾驶日志，以及药房的处方药监控程序。最后，我们提出了人工智能社会学家如何利用戈夫曼的理论来解释由新的人工智能驱动技术引起的一线工作变化的建议。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Social Science Computer Review 社会科学-计算机：跨学科应用

CiteScore

9.00

自引率

4.90%

发文量

审稿时长

>12 weeks

期刊介绍： Unique Scope Social Science Computer Review is an interdisciplinary journal covering social science instructional and research applications of computing, as well as societal impacts of informational technology. Topics included: artificial intelligence, business, computational social science theory, computer-assisted survey research, computer-based qualitative analysis, computer simulation, economic modeling, electronic modeling, electronic publishing, geographic information systems, instrumentation and research tools, public administration, social impacts of computing and telecommunications, software evaluation, world-wide web resources for social scientists. Interdisciplinary Nature Because the Uses and impacts of computing are interdisciplinary, so is Social Science Computer Review. The journal is of direct relevance to scholars and scientists in a wide variety of disciplines. In its pages you''ll find work in the following areas: sociology, anthropology, political science, economics, psychology, computer literacy, computer applications, and methodology.