The book is arguing about using a service which costs X. The business then makes the service more efficient by reducing labor costs for itself and not passing t

The book is arguing about using a service which costs X. The business then makes the service more efficient by reducing labor costs for itself and not passing the savings back to the consumer but instead keeping the same price while making the service shittier by having the consumer do more work. So for the same price, you get less service, need to do more work while the business hoards the money.