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Given that hotels and catering comprise an importantpart of the service sector representing the changing face of the economy, their neglect in industrial relations discourse about the 'new' industrial relations is no longer sustainable. Previously unpublished data from the Workplace Industrial Relations Survey 1990 (WIRS3) have provided the first opportunity for systematic analysis and evaluation of employment relationship issues in the industry and finds them to be different from those observed elsewhere in the economy. Consequently, hotels and catering can be said to manifest a predominance of 'unbridled individualism' associated with (poor' industrial relations outcomes which, paradoxically, exist alongside an above average presence of personnel specialists.

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In this article, we consider care worker (CW) responses to enacted HR practices and CW attitudes in adult social care (ASC) in England. Our findings derive from a project that examined HR practices and comprised interviews with 18 managers and 58 CWs. We argue that both HR practice and employee attitudes are more robust than other research in this sector has suggested. Our contributions are threefold: first, we present the under‐reported CW perspective. Second, we contribute to understanding of HR practice in low‐wage sectors, research in ASC being limited despite increasing elsewhere in low‐wage sectors. Finally, we question the likely effectiveness of regulation in achieving its aims of enhancing labour supply and ensuring high quality care delivery.