Common understanding as a basis for coordination

Purpose:
The purpose of this paper is to develop further a theoretical framework of common understanding and explore the role of common understanding in coordination.
Design/methodology/approach:
A constructive action research approach was employed applying abductive reasoning to develop new models with practical relevance.
Findings:
A new framework of the elements of common understanding and a new theory of communication as a mechanism for coordination.
Research limitations/implications:
As a longitudinal case study and part of a multiple case‐study, the findings are generalized to theory which should be further developed.
Practical implications:
Presents a framework for developing shared meanings to achieve better coordination in collaborative service provisioning.
Originality/value:
Presents a new model of common understanding, a refined approach to coordination.