The differential role of personal resources on career strategies among dismissed call center agents: the case of Almaviva workers.

It is known the protective role of personal resources in stress situations and changes (e.g. Van Den Heuvel, 2010). Personal resources may help the individual to maximize from environmental opportunities, to cope with difficulties, to persist when encountering difficulties and capitalize even from failures. One of the most difficult and challenging work situation is certainly job loss. The present study aims to emphasize the role of personal resources in a group of 874 call center workers (hired with permanent contract) in the face of layoff caused by organizational downsizing and followed by an outplacement project provided by the Region of Lazio. In particular, we explored the differential relationship of four personal resources (namely selfefficacy, resilience, adaptability, locus of control) in relation to three career strategies (namely active job search, networking, competencies development) and three negative work outcomes (rumination, job insecurity and hopelessness). We also take into account burnout symptoms related to previous call centre work. Results showed the key role of self-efficacy for promoting career strategy targeted to the reintegration in the labor market. Moreover, resilience was negatively associated with rumination and external locus of control was positively associated with hopelessness. Burnout was related to job insecurity. Personal resources were also associated with the attitude towards the outplacement plan. Future research step and practical implications for outplacement plan are presented.