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This study focuses on the process of internal marketing within the context of relationship marketing as it applies to the services industries. The specific context of the present study is centered on the banking industry. A majority of studies have focused on the customer perspective, but have neglected to obtain managerial input. Thus, a scale was developed and tested which represented issues from the managerial perspective. Scale development was based on a two step process. First, four focus groups were conducted. The results of which were utilized in the development of a scale. The scale was tested via a survey sent to more than 5000 bank managers. The scale represents those elements comprising managerial input. These processes (ie planning, hiring, training, salaries, equipment, etc) are typically done out of the sight of customers, but are crucial to the effective delivery of promises. The results of the study provide empirical support for the proposed scale, and provide the basis for measuring managerial input and perceptions. The scale suggests there are two dimensions for enabling promises which include the management-employee and the employee-customer interaction. The end result can have managerial implications in regards to resource allocation.