<![CDATA[This study investigates dynamic capability as the mediating mechanism through which technology support for customer service and the supporting environment produce operational infrastructure readiness in hotel service organizations. It extends the dynamic capabilities–resource-based view integration into a domain with limited-empirical address. Employing partial least squares structural equation modeling, the study collects data from 328 hotel managers. Technology support for customer service constitutes the dominant antecedent of dynamic capability, exerting substantially greater influence than the supporting environment. Dynamic capability is the dominant structural determinant of operational infrastructure readiness. Both antecedent effects reach operational readiness exclusively through the dynamic capability pathway, confirming full mediation. Hotel organizations cannot produce infrastructure readiness through technology investment or environmental alignment alone; deliberate capability development is the non-eliminable mechanism through which digital assets are converted into operational readiness.  ]]>
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