HSN, Inc. (HSNi) is an interactive multi-channel retailer offering retail experiences through various platforms, including television, online, mobile, in catalogs and in retail and outlet stores. HSN is headquartered in St. Petersburg, Florida and is a leading interactive multichannel retailer offering a curated assortment of exclusive products and top brand names to its customers (HSNi, 2018). As a retailer and interactive lifestyle network, HSN offers an assortment of products primarily through television networks and business-to-consumer Internet commerce site. The Customer Care department, in addition to the Sales department, has an extremely important role to fulfil the expectations of the company. Customer service is the front-line …show more content…
Who in an organization possesses enough information, knowledge, and capability to cope with the uncertainties that arise in turbulent competitive environments? To answer this Felin and Powell stated that many chief executives keep abreast of political debates and general competitive dynamics, which for many organization is necessary, even in volatile environments (Felin & Powell, 2016, p. 79). HSNi has, especially in economically difficult times, a clear defined efficient structure and workflow organization which is a vital element for the company’s success, which the article also elaborated on that to avoid a challenge in designing organizations for dynamic capabilities is to capture the information, knowledge, capabilities and experience the already exists for collective decision-making (Felin & Powell, 2016, p. 80). Customer Care handles inquiries from customers that often involve some form of complaint that relates to sale of items, flex payment or the HSN credit card that the customer service representative is expected to handle in accordance with company guidelines and policies. Customer care attempts to solve customer problems or propose appropriate solutions. On another hand they gather information on the problem and pass it along to a different section of the company for resolution. The Customer Care department leaders must make certain that the role the department plays within HSNi is dedicated to helping the customers, each department and overall company within the bounds of our authority. The text tells that conceptual knowledge is important to the daily working of organizational structure and behavior processes of system theory (Nassar, 2007, p. 1.2). With HSNi having recently been acquired by Liberty Interactive after a merger, is progressing through integration, our executive team keeps all