`Ephemeral Values'? Says Who?

Your article on Chase ("A chastened Chase," Finance, Sept. 26) is relevant to many organizations. That is why your comment about "ephemeral values" is so troubling. Values guide behavior. If, for example, an employee doesn't believe the customer comes first, no amount of selection, training, mr memoranda will prove very effective in having the employee behave as though the customer comes first.

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