Biblioteka Summary小结
In this initial part a number of subjects have been introduced. These will be expanded in subsequent chapters of the book. The important elements of logistics have been described, and the importance of logistics was introduced.
New words and special terms 生词和短语
logistics n.物流；后勤；后勤学 replenishment n.补给；补充 provision n. 供应；(一批) 供；预备；防备；规定 outgoing n. 外出；开支；流出 framework n.构架；框架；结构 inbound adj. 内地的；归航的 outbound adj. 开往外地的；开往外国的 inventory n. 详细目录；存货；财产清册；总量 systematic adj. 主系统的；体系的 tangible adj. 切实的 intangible adj. 难以明了的；无形的 warehousing n.仓库费；入仓库；仓库贮存 commodity n. 日用品
Inventory 库存 Information and control 信息和控制 Packaging and unitization
包装和单位化
Importance of logistics 物流的重要性
Logistics is an important activity making extensive use of the human and material resources that affect a national economy. 物流是一项影响国民经济，充分利用人力和物 料资源的重要活动。
Chapter 2 Customer service and logistics 客户服务与物流
Introduction 引言 The components of customer service 客户服务的组成 Customer service policy 客户服务政策 Levels of customer service 客户服务水平 Measuring customer service 衡量客户服务 Summary 小结
Part Ⅰ General Review of Logistics 第一部分 物流概述
Introduction to logistics 物流简介 Customer service and logistics 客户服务与物流 Logistics processes 物流过程
Chapter 1 Introduction to logistics 第一章 物流简介 Introduction 前言 Definitions 定义 Elements of logistics 物流因素 Importance of logistics 物流的重要性 Summary 小结
Questions 思考题
1．What is the logistics? 2．What does the term “logistics” originate from? 3．How do you comprehend “logistics” encompasses much more than just the transport of goods? 4．What are included in the element of logistics? 5．In your opinion, what is the importance of logistics?
Definitions

定义
Logistics (business definition )行业定义 Logistics (military definition)军事定义 美国物流管理协会定义 加拿大物流管理协会定义
Elements of logistics 物流因素
Storage, warehousing and materials handling 储存，仓储和物料搬运 Transportation 运输
Introduction
引言
The ultimate purpose of any logistics system is to satisfy customers.
任何物流系统的最终目的都是为了满足顾 客的需要。
The components of customer service 客户服务组成
Written customer service policy
书面的客户服务政策
Accessibility
可接近性
Organization structure
Introduction 前言
In a military sense, the term “logistics” encompasses transport organization, army replenishments and material maintenance. 在军队意识中，“物流”这个专有名词就围绕 着运输组织、军事补充和物资养护。
1. Pre-transaction elements
交易前的客户服务要素
2. Transaction elements
交易中的客户服务要素
3. Post-transaction elements
交易后的客户服务要素
Pre-transaction elements 交易前元素