One of the heuristics used in the case is the availability heuristic. In this kind of heuristic, the parties involved in problem-solving tend to have a mental shortcut that is dependent on the immediate examples that come to a person's brain when analyzing a particular method or decision (Mase, Cho, & Prokopy, 2015). For example, the availability heuristic can be observed when Janet talks to Thomas about Kareem's absence from his desk at the office. Thomas rushes to sack Kareem even though he has been the cornerstone of performance at the office. The mental shortcut that Thomas and his colleague Janet came up with is Kareem's Islamic beliefs that have to be observed through prayer multiple times a day. Kareem's actions are perceived to have significant consequences at the workplace with both Janet and Thomas believing that his output will be lower as the days pass. In the case of ABC Corporation, the availability heuristic targets the outcome availability, which focuses on both the positive and the adverse outcomes of the action such as the denial of work opportunities for Kareem. The heuristic also performs a risk analysis that reveals the extent of the financial risk involved in ABC's decision to fire Kareem (Mase, Cho, & Prokopy, 2015). A more is better bias is evident in the judgment of Thomas in firing Kareem.
From the case study, Kareem has been said to be of the Muslim religion, which necessitates him to attend to his periodical prayer sessions. Janet has observed that Kareem is sometimes not at his desk and has expressed the concern to Thomas, both Janet and Kareem's boss. The more is better bias has been evident in the case study which has affected Kareem negatively by costing him his job (Mase, Cho, & Prokopy, 2015). The availability heuristic in the study has aggravated the bias where both Thomas and Janet expect Kareem to work more than he can be a Muslim and having to seclude himself at scheduled times for purposes of prayer. Thomas expected Kareem to be more like him and invest his entire time to the work at ABC Corporation, which does not work for Kareem as they both have different religious beliefs (Mase, Cho & Prokopy, 2015). The discriminative character of both Janet and Thomas is, therefore, seen in the case study whereby they alienate Kareem because he holds Islamic beliefs, which are different from theirs. Additionally, while firing Kareem, Thomas cited his reasons as the latter being absent from his desk and failed to consider the facts that Kareem is a Muslim and at the same time has been one of the best employees that the company has had.
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One of the recommended ways to use past experiences in the case of stakeholders to benefit the similar interactions moving forward is to create a clear customer experience vision (Belton, 2017). The stakeholders of a company have a noble role to play in ABC's customer service efforts. An example is the act of Kareem in his appeal to the customers who in turn gave him positive reviews (Belton, 2017). The other recommendation is the understanding of who one's customers are. The knowledge of the customers enables the stakeholders of a company to use their past experiences to affect their current interactions positively (Belton, 2017). The understanding of the customer base comes hand in hand with the creation of an emotional link with the customers. Customer feedback capturing is the other recommendation to the stakeholders (Belton, 2017). The employees such as those of ABC Corporation have been able to collect the customers' comments on their performance such as in the case of Kareem's clients giving him positive reviews after he attended to them(Belton, 2017). The last recommendation is the use of a quality framework to develop a team. Under normal circumstances, Thomas, Janet, and Kareem are expected to have a rapport and be team players. However, Janet and Thomas appear to be against Kareem.
References
Belton, R. J. (2017). Forcing Insight with Sight and the Availability Heuristic. In Alfred
Hitchcock's Vertigo and the Hermeneutic Spiral (pp. 43-55). Palgrave Macmillan, Cham.
Mase, A. S., Cho, H., & Prokopy, L. S. (2015). Enhancing the Social Amplification of Risk
Framework (SARF) by Exploring Trust, the Availability Heuristic, and Agricultural Advisors' Belief in Climate Change. Journal of Environmental Psychology , 41 , 166-176.
