The research approach outlined was established on the basis of three research methodologies: a
systematic literature review, a single embedded case study and a field experiment. The systematic
literature review was based on 35 quality academic sources. It established the e-servicescape model,
the consumer decision making process and a theoretical framework incorporating the design rules
based on the combination of the two. Next a series of interviews was conducted on the basis of a
single embedded case study at a web shop operator, in order to validate and extend the framework.
Two design rules were selected from the framework for further research, which was done using an
explanatory field experiment at the web shop of a large lingerie retailer.