1

PREVALENCE OF BURNOUT SYNDROME AMONG RETAIL

SALESPERSONS IN CLOTHING SECTOR IN ULHASNAGAR
SYNOPSIS

Submitted in partial fulfilment of the

requirements of the degree of

Bachelor of Physiotherapy

by

RITESH GOPAL KESWANI

Roll No. 14

Under the guidance of

DR. RATHINASABAPATHY C (PT)

YMT College of Physiotherapy

Kharghar, Navi Mumbai

2021-2026
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CERTIFICATE

This is to certify that the project entitled “PREVALENCE OF BURNOUT

SYNDROME AMONG RETAIL SALESPERSONS IN CLOTHING

SECTOR IN ULHASNAGAR” is a proposed study by Ritesh Gopal

Keswani of IV-Year BPTh 2024-2025 of YMT College of Physiotherapy,

Kharghar. The project has obtained approval from the institutional ethical

committee and will be carried out during the internship in accordance with

the prescribed MUHS curriculum in Nashik.

Dr. Rathinasabapathy C (PT) Dr. Ezhil Mathi (PT)

Guide Principal
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DECLARATION
I declare that this written submission represents my ideas in my own words
and where others' ideas or words have been included, I have adequately cited
and referenced the sources. I also declare that I have adhered to all academic
honesty and integrity principles and have not misrepresented, fabricated, or
falsified any idea/data/fact/source in my submission. I understand that any
violation of the above will be cause for disciplinary action by the Institute and
can also evoke penal action from the sources which have thus not been properly
cited or from whom proper permission has not been taken when needed.

Date: Signature
Ritesh Gopal Keswani
Roll No. 14
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INDEX

Sr.
Index Page No.
No.
1 Introduction 1

2 Need of the Study 3

3 Review of Literature 4

4 Aim and Objectives of the Study 7

5 Methods 8

6 Methodology 10

7 Statistical Methods 11

8 References 12

9 Annexures

Annexure I: Participant Information Sheet 14

Annexure II: Informed Consent Form 18

Annexure III: Case Report Form 19

Annexure IV: Outcome Measure 21

Annexure V: Sample Size Calculation 24

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INTRODUCTION

The Retail Industry is an important part of the Indian economy. India’s Retail Industry
is currently the fourth largest in the world and accounts for over 10% of the country’s GDP and
employs around 8% of the total workforce totalling over 35 million people. Furthermore, the
Indian retail industry is growing rapidly and is expected to hit USD 2 trillion by 2032. [1] The
Globalization and dynamic changes to the business environments have forced the businesses
to be quick and adapt to the changing consumer needs leading to disruptions in the work
cultures and competitiveness of the organizations. [2] Such dynamic changes in workplace have
introduced new unique challenges for the salespersons. The changed dynamics of the business
environments with increased competitiveness has forced the workers to continuously upgrade
their skillset.[3] Due to economic difficulties of recent decades and emergence of large
international competitors have led to tightening of working condition of people occupied in
this sector and has as a consequence increased prevalence of occupational health diseases such
as Burnout Syndrome due to excessive workload. [2]

Burnout is a state of emotional, physical and mental exhaustion caused by prolonged

stress often related to work or care-giving responsibilities.[4] There are three dimensions of
burnout which are Emotional Exhaustion (experience of being emotionally tired due to high
demands of workload), Depersonalization (degree to which person shows attitude of coldness
and detachment towards other people) and Personal Achievement ( a state where person begins
[4] [5]
to doubt his/her genuine abilities to achieve something). The symptoms of burnout
syndrome vary from person to person depending on their occupation. Root causes of retail
worker’s burnout are excessive workload and prolonged working hours, lack of career
development opportunities, repetitive mundane hours, inefficient scheduling, high customer
expectations and lack of recognition and rewards. [6] The symptoms of Burnout Syndrome are
chronic fatigue, cynicism or detachment, reduced productivity, increased irritability, feeling of
helplessness and physical symptoms like headache, muscle tension and digestive problems due
to prolonged workload stress. The effect of Burnout Syndrome are physical health problems
(fatigue, headache, sleep disturbances, muscle tension and cardiovascular disease), mental
health issues (depression and anxiety), reduced job performance, strained relationships and
decreased job satisfaction.
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Salesperson face significant physical and emotional demand in their jobs such as
prolonged standing, walking through the retail space, stairclimbing. They must consistently
interact with customers. Sometimes a customer declines a sale and another customer places
incompatible orders. Moreover, they have to act according to the needs and wants of the
customers. Stress can arise when salespersons are forced to perform tasks willingly or
unwillingly.[3] It can have significant negative effect on person’s overall wellbeing and
functioning.[4] Retail jobs require high personal involvement and exposure to high pressure to
achieve goals and targets[5]

Hence, the probability of burnouts in retail clothing sectors are critically high. With
significant implications for both individual well-being and organizational productivity, this
research seeks to shed light on the extent of the problem.
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NEED OF STUDY

Retail salesperson in clothing sector face long irregular hours, standing and repetitive task,
inadequate breaks and facilities, customer incivility, store environment factors such as heat,
humidity, poor ventilation, noise, etc. These factors affect the physical and mental health of the
retail salespersons. The study focuses on collecting base data for prevalence of burnout
syndrome in retail salespersons of clothing sector.
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REVIEW OF LITERATURE

1. Susana Rubio-Valdehita et al. (2024) conducted a study on Burnout among Retail

Workers in Spain: The role of Gender, Personality and Psychosocial risk factors. This
study examines the direct and interaction relationships between personality traits,
psychosocial risk factors and burnout among male and female workers in the retail sector in
Spain. Through a cross-sectional design involving 667 participants (241 men and 426
women), it employs self-report questionnaire to measure these variables. In addition to a
Socio-demographic questionnaire, MBI (burnout), NEO-FFI (personality), CarMen-Q
(cognitive, temporal, emotional and performance demands), and DECORE (support, control
and rewards) were administered. Significant differences were observed between men and
women regarding the level of emotional exhaustion and depersonalisation and about the
influence of personality and psychosocial risk factors on burnout. In general women
experience higher level of burnout.

2. Rakhy and Ambily (2022) conducted a study on Burnout risks among salesperson under
job demand and the Mediating role of Abusive Supervision. This study aims at
determining the effect of abusive supervision on the connection between job demands and
job burnout. The job demand is measured using the Copenhagen psychosocial questionnaire
and the burnout measures questionnaire to measure job burnout. High job demands and job
burnout are prevalent among salesperson, and abusive supervision ignites the burnout
syndrome of salespersons.

3. Susana Rubio-Valdehita et al. (2021) conducted a study on Influence of the COVID- 19

Pandemic on Mental Workload and Burnout of Fashion Retailing Workers in Spain.
This study analysed the levels of mental workload and the presence of burnout on a sample
of fashion retailing workers from Spain and its relationship with current Covid-19
pandemic. We established across sectional design. Participants (n=360) answered an online
survey including questions about socio- demographic data, perception of Covid-19,
CarMen-Q questionnaire(workload), and MBI (burnout). In general, we found mean score
of mental work-load near the middle point of the scale and moderate to high burnout levels,
revealing that the sample was at a risk of experiencing higher burnout levels over time as
the pandemic and associated economic crisis continue. Insomnia, somatic symptoms, job
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uncertainty, and negative job expectations constituted significant predictors for burnout and
mental work load.

4. Aranda Beltrán Carolina et al. (2021) conducted a study on Burnout Syndrome in

corner stores workers in three municipalities of the state of Jalisco, Mexico. The study
was quantitative, descriptive and cross sectional. The study population was 559 workers. A
questionnaire was applied to obtain socio demographic, labour, and other aspects of the
activity in the store, also the Maslach Burnout Inventory (MBI- HSS) Scale was used to
evaluate the syndrome. The inferential analysis showed diverse associations. Founding
differences between the results for each municipality, it is indicated that each entity has
certain specific characteristics in their environment, which makes the syndrome manifest in
different ways.

5. Abdeslam Amri (2021) conducted a study on Psychometric Validation of the Maslach

Burnout Inventory (MBI) adapted to Moroccan teachers. The aim is to established this
psycho-metric properties in terms of reliability, sensitivity and validity of the Maslach
Burnout Inventory (MBI) and to adapt it to the context of Moroccan teachers. To determine
the psychometric characteristics we used Cronbach's Alpha to determine reliability,
explorative factor analysis to extract factors and determine dimensionality and confirmatory
factor analysis to test the validity of the statistical model. Validation of the instrument was
carried out on a sample of 170 teachers working in Public School in Ouezzane region in
Morocco. Cronbach's Alpha for the whole questionnaire (0.761), for emotional exhaustion
(0.819), for depersonalization (0.850), and sense of personal accomplishments (0.785). The
confirmatory factor analysis (CFA) showed satisfactory adjustments indices (X2 = 164, 938
– df = 101 – CFI = 0.937 – TLI = 0.915 – RMSEA = 0.037- P Close = 0.984).

6. Seher Kanat (2016) conducted a study on Analysing the burnout levels of Production
Managers in Textile and Clothing sector: Turkish Case. The study aims to analyse the
burnout levels of production managers, who work in textile and clothing sector. A
questionnaire form consisting of 25 questions is used (3 general questions, 22 Maslach
Burnout Inventory statements) is prepared. The managers who would constitute the sample
are determined according to simple random sampling (n=304) are incorporated in the
research. According to the results of the research, the production managers, who work in
textile and clothing sector demonstrate moderate degree of burnout in terms of emotional
 KESWANI | 6

exhaustion and depersonalization. Besides they demonstrate higher degree of burnout in

terms of personal accomplishment. According to these results, when compared to women
more men suffer from burnout syndrome.

7. Dr. Mithat Turhan (2015) conducted a study on Research on Demographic indicators

of Retail sector employees Burnout level in Silifke. Maslach Burnout Scale (MBS), by
Maslach and Jackson has been used in this research in order to measure the burnout level of
employees in retail sector in Silifke. The scale measures burnout level in three dimensions
which are constituted from 22 expressions. SPSS 19 has been used in the research to analyse
the data gathered from the survey. Research results indicate that employees are in normal
burnout interval level in terms of emotional exhaustion and are also in normal
Depersonalisation interval levels. In addition, employees demonstrate a high level of
burnout due to lack of personal accomplishment.
 KESWANI | 7

AIM AND OBJECTIVE OF STUDY

Aim of the Study:

To study the prevalence of burnout syndrome among retail salespersons in clothing sector in
Ulhasnagar.

Objective of the Study:

To find out prevalence of burnout syndrome among retail salespersons in clothing sector in
Ulhasnagar using Maslach Burnout Inventory (MBI) Scale.[13]
 KESWANI | 8

METHODS

Type of Study: Descriptive Study

Study Setting: Ulhasnagar

Study Population: Retail salespersons in clothing sector

Sampling Method: Purposive Sampling

Sample Size: 218 (95% Confidence level)

Criteria for Selection:

Inclusion Criteria:

1. Age (25-45)
2. Males and Females both
3. Long working hours (8-12 hours)
4. Work experience more than 2 years in the same shop.
5. Ability to read and understand English language.

Exclusion Criteria:

1. Salespersons not willing to participate

2. Person with physical disability
3. Presence of chronic illness
4. Cashiers or Billing staff

Outcome Measure:

Maslach Burnout Inventory (MBI) Scale. [13]

The Maslach Burnout Inventory (MBI) is the most commonly used tool to self-assess
whether you might be at a risk of burnout. To determine the risk of burnout, the MBI explores
three components viz. exhaustion, depersonalization and personal achievement. The objective
 KESWANI | 9

is simply to make you aware that anyone may be at risk of burnout. For each question, indicate
the score that corresponds to your response. Add up your score for each section and compare
your results with the scoring results interpretation in the outcome measure. A high score in the
first two sections and a low score in the last section may indicate burnout.

Cronbach's Alpha for the whole questionnaire (0.761), for emotional exhaustion
(0.819), for depersonalization (0.850), and sense of personal accomplishments (0.785). The
confirmatory factor analysis (CFA) showed satisfactory adjustments indices (X2 = 164, 938 –
df = 101 – CFI = 0.937 – TLI = 0.915 – RMSEA = 0.037- P Close = 0.984).

Materials Used:

1. Pen
2. Paper
 KESWANI | 10

METHODOLOGY

Approval from the Institutional Ethical Committee will be obtained.

Informed Consent will be obtained from the Participants.

Participants will be screened as the Inclusion and Exclusion Criteria.

Participants will be explained about the study and assured about the
confidentiality of their data will be maintained.

The Participants will be provided Maslach Burnout Inventory (MBI) Scale

to fill the scale.

The obtained date will be analyzed to check the prevalence in overall sample
population.
 KESWANI | 11

STATISTICAL METHODS

1. MS Excel sheet will be used for data entry and descriptive statistical and graphical
representation using graphs and tables.

2. All the data will be subjected to descriptive statistics for mean and standard deviation.
 KESWANI | 12

REFERENCES
1. [Link]

2. Rodríguez-López AM, Rubio-Valdehita S, Díaz-Ramiro EM. Influence of the COVID-19

pandemic on mental workload and burnout of fashion retailing workers in Spain.
International Journal of Environmental Research and Public Health. 2021 Feb;18(3):983.

3. Rakhy KS, Ambily AS. Burnout risks among salespersons under job demand and the
mediating role of abusive supervision. Indian Journal of Occupational and Environmental
Medicine. 2022 Jan 1;26(1):26-8.

4. Channawar S. A Study on the Cause and Effect of Burnout. History research journal.
2023;29(6):75-9.

5. Rubio-Valdehita S, Díaz-Ramiro EM, Rodríguez-López AM, Wang W. Burnout among

retail workers in Spain: the role of gender, personality and psychosocial risk factors. Social
Sciences. 2024 May 14;13(5):264.

6. [Link]

7. [Link]

8. Kertmen M, Kanat S, Atılgan T. Analyzing the Burnout levels of Production Managers in

Textile and Clothing sector: Turkish Case. Textile and Apparel. 2017 Jan 1;27(3):206-14.

9. [Link]

10. Rubio-Valdehita S, Díaz-Ramiro EM, Rodríguez-López AM, Wang W. Burnout among

retail workers in Spain: the role of gender, personality and psychosocial risk factors. Social
Sciences. 2024 May 14;13(5):264.
 KESWANI | 13

11. Turhan M, Köprülü O, HELVACI İ. A research on demographic indicators of retail sector

employees’ burnout level in Silifke. European Journal of Business and Management.
2015;7:1-0.

12. Carolina AB, Berenice HG, Moreno P. Burnout Syndrome in corner stores workers in three
municipalities of the state of Jalisco, Mexico.

13. Amri A, Abidli Z, Bouzaaboul M, Rabea Z, Ahami AO, Soulaymani A. Psychometric

validation of the Maslach Burnout Inventory (MBI) adapted to Moroccan teachers. Medico
Legal Update. 2021 Jan;21(1):1-6.

14. Altın Ş, Kurtoğlu R, Kartal C. Analysis of the relationship between job satisfaction, burnout,
occupational ethics perceptions and organizational commitment of salespersons in the retail
sector by structural equation model. International Journal. 2017 Mar;5(3):65-84.

15. Kalinienė G, Lukšienė D, Ustinavičienė R, Škėmienė L, Januškevičius V. The burnout

syndrome among women working in the retail network in associations with psychosocial
work environment factors. International Journal of Environmental Research and Public
Health. 2021 May 24;18(11):5603.

16. [Link]
 KESWANI | 14

ANNEXURE I

Participant Information Sheet

Study Title: Prevalence of Burnout Syndrome among Retail Salesperson in

Clothing in Ulhasnagar

Introduction:
We would like to invite you to take part in our research study. Before you decide, it is important
that you understand why the research is being done and what it would involve for you. Please
take time to read this information and discuss it with others if you wish. If there is anything
that is not clear, or if you would like more information, please ask us.

1. What is the purpose of the study?

The aim of this study is to find out prevalence of burnout syndrome among retail salespersons
in clothing sector in Ulhasnagar.

2. Why you have been invited?

You are invited as you are a salesperson in retail clothing sector in Ulhasnagar, willing to
participate.

3. Do you have to take part?

Participation in this study is entirely voluntary and you can withdraw if you later change your
mind without giving a reason for it.

4. What will happen to you if you decide to take part?

Participants will have to fill Demographic Data, MBI Questionnaire that states your Burnout
level.
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5. What should you consider?

You can withdraw from this study if you are not willing to participate.

6. Are there any possible disadvantages or risks from taking part?

There are no disadvantages or risk associated if you take part in this study.

7. What are the possible benefits of taking part?

The research shows your Level of Burnout Syndrome.

8. Will your General Practitioner/Family Doctor (GP) be informed of your participation?

There is no need to inform General Practitioner or Family Doctor.

9. Will your taking part in the study be kept confidential?

Yes, Participants data will be kept confidential

10. Will you be reimbursed for taking part?

There will be no reimbursement provided.

11. What will happen to your data?

Participant information and test results will be stored in excel sheet. Responsible IERC
members of the Dr. G.D. Pol Foundation’s YMT College of Physiotherapy, Kharghar may be
given access to data for monitoring and/or audit of the study to ensure that the research is
complying with applicable regulations. We will be using information from [source: e.g., you
and your medical records] to undertake this study and will use the minimum personally
identifiable information possible. We will keep identifiable information about you for after the
study has finished. This excludes any research documents with personal information, such as
consent forms, which will be held securely with the research cell of the Dr. G.D. Pol
Foundation’s YMT College of Physiotherapy, Kharghar after the end of the study.
 KESWANI | 16

12. What will happen if you do not want to carry on with the study?

If you withdraw from the study, we will discard all your identifiable samples, but will use the
data collected up to your withdrawal.

13. What happens at the end of the study?

Participants will not be identified from any report or publications placed in public domain as it
is an educational project.

14. What if there is a problem?

If you wish to complain about any aspect of the way in which you have been approached or
treated, or how your information is handled during the course of this study, you should contact
Dr. Rathinasabapathy C. or Ritesh Keswani at the contact details mentioned below or you may
contact the Dr. G. D. Pol Foundation’s YMT College of Physiotherapy, Kharghar.

15. Who has reviewed the study?

All research in the Dr. G.D. Pol Foundation’s YMT College of Physiotherapy, Kharghar is
looked at by an Institutional Research Ethics Committee, to protect participants’ interests. This
study has been reviewed and given favorable opinion by the same IREC.

16. Participation in future research:

We may use this data for future studies.

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Further information and contact details:

Please contact:
▪ Dr. Rathinasabapathy C.
⮚ Email ID: drcr4pt@[Link]
⮚ Contact Details - +91 88671 75485

▪ Ritesh G. Keswani
⮚ Email ID: riteshkeswani1501@[Link]
⮚ Contact Details – +91 91124 01996

Thank you for considering taking part.

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ANNEXURE II

Informed Consent Form

Study Title: Prevalence of Burnout Syndrome among Retail Salespersons

in Clothing Sector in Ulhasnagar.
Participant’s Name:
1. I have read the information given in the Participation Information Sheet for this study
entitled “Prevalence of Burnout Syndrome among Retail Salespersons in Clothing Sector in
Ulhasnagar”.
2. I have received an explanation of the nature, purpose, duration, and foreseeable effects and
what I will be expected to do. My questions have been answered satisfactorily.
3. I understand that my participation in the trial is voluntary and that I may refuse to participate
or may withdraw from the trial at any time, without penalty or loss of benefits to which I
am otherwise entitled.
4. I further understand that any information that becomes available during the study that may
affect my willingness to take part will be informed to me.
5. Institutional Ethical Committee authorities may wish to examine my medical records to
verify the information collected. By signing this document, I give permission for this review
of my records.
6. I understand that my identity may not be revealed in any report publication.
7. I agree to take part in the above study.

____________________________ ________________ _________________________

Name of the Volunteer Date Signature

_____________________________ ________________ _________________________

Name of the Investigator Date Signature
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ANNEXURE III

Case Report Form

Study Title: Prevalence of Burnout Syndrome among Retail Salespersons

in Clothing Sector in Ulhasnagar

Study Site

Subject’s Name

Subject’s Age: Subject

Gender
Subject’s Address

MBI SCORE

Subject’s Contact
(Phone)
Subject’s Contact
(E-Mail)
(Use UPPER CASE)

I am confident that the information supplied in this case record form is complete and
accurate data. I confirm that the study was conducted in accordance with the protocol and
any protocol amendments and that written informed consent was obtained prior to the study.

Investigator’s Signature: Date of Signature

 KESWANI | 20

Inclusion Criteria Yes No

[Link] (25- 45)
[Link] and females both
3. Long working hours (8-12)
4. Work experience more than 2 years
in the same shop.
5. Ability to read and understand
English language
*If any inclusion criteria are ticked no, then participants are not eligible for the study

Exclusion Criteria Yes No

[Link] not willing to participate
[Link] with physical disability
[Link] of chronic illness
[Link] and billing staff
*If any exclusion criteria are ticked yes, then participant is not eligible for the study.
 KESWANI | 21

ANNEXURE IV

Outcome Measure
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ANNEXURE V

Sample Size Calculation