《物流与供应链配送管理操作手册(英文版)》(640页).rar Contents List　of　figures　viii List　of　tables　xv Preface　xvi Abbreviations　xxii PART　1　CONCEPTS　OF　LOGISTICS　AND　DISTRIBUTION 1　Introduction　to　logistics　and　distribution Introduction　3；　Scope　and　definition　4；　Historical　perspective　7；　Importance　of logistics　and　distribution　10；　Logistics　and　distribution　structure　13；　Summary 13 2　Integrated　logistics　and　the　supply　chain Introduction　15；　The　total　logistics　concept　16；　Planning　for　distribution　and logistics　18；　The　financial　impact　of　logistics　22；　Globalization　and　integration　24； Integrated　systems　25；　Competitive　advantage　through　logistics　27；　Logistics　and supply　chain　management　29；　Summary　31 3　Customer　service　and　logistics Introduction　33；　The　importance　of　customer　service　34；　The　components　of customer　service　35；　Two　conceptual　models　of　service　quality　38；　Developing　a customer　service　policy　42；　Levels　of　customer　service　50；　Measuring　customer service　51；　The　customer　service　explosion　53；　Summary　54 ......