Politiques de retour: Modelisation des processus de creation de valeur.

摘要

This work tends to the realization of a model to optimize the return policy of a retailer taking into account the intrinsic characteristics of a product and the sector in which the retailer operates. The objective is to obtain, for a given set of characteristics, an optimal return policy that maximizes the profit of the retailer taking into account customer welfare and his opportunistic behavior (borrowing).;A first step was to collect a set of data concerning the practices of retailers among different industries and different countries, to analyze their behavior, to detect and to synthesize correlations between the return policies and the various components that affect them. This step led to the determination of the common terms of a standard return policy and retailer's behavior within an industry.;A second step was to model the buying process in a retailers and a consumer relationship in a remote sale, and derives an optimized return policy by defining its' various clauses.