Three factors were established on a literature review and a validation oriented single embedded case
study: aesthetic appeal, layout and functionality, and perceived security. In total 44 design rules were
placed under these factors that were coupled to the applicable consumer decision making process
stages of search for information, evaluation of alternatives and choice / purchase. The final model is
depicted in Table 7.1 at the end of the next chapter.
With regards to the e-servicescape factor visual appeal, the main conclusion was drawn that
originality is not a necessity and that it is more important to provide a design that adheres to
consumers’ expectations based on (existing) brand values and that flows fluently from homepage to
checkout. Furthermore the importance of product images was stated several times as it can provide
context to images and can even transfer emotions and feelings regarding a web shop and specific
products. Although not researched often in the past, the role of product photography appears to be one
of vital importance to the success of a web shop. More specifically even, discussion focussed towards
the effect on conversion rates of using product photography displayed on models.
With regards to the e-servicescape factor layout and functionality, two main conclusions were drawn.
First of all it showed important to continuously take the end user into account when designing these e-
servicescape aspects in a web shop and adhere to expectations of consumers in order to create a
logical continuous flow from homepage to checkout. Secondly the role of cross-selling in a web shop
was discussed. As in academic literature, contradicting findings were found on the type, location and
implementation of cross-selling in a web shop. The discussion revolved around the type of cross-
selling and the way it should be presented throughout the web shop on the one hand and specifically
on the usage of cross-selling on cart page. Both potential benefits, such as an increase in cart value,
and potential disadvantages, a decrease in cart-to-purchase conversion due to consumers brought into
doubt, were mentioned.