The article is based on one man's opinion, with little or no relevant data to back it up.
HOWEVER...
I gotta wonder why the local car-wash needs to hire someone to take my money, put it into the automated "point-of-purchase" machine, and press the "Accept" button for me when I can do it all by myself from inside my car.
Then there are all of these valet parking services in the Los Angeles area ... I know where and how to park my car, so why hire some unemployed actor to drive my car 10 meters and keep the key? Makes no sense at all.
Then there's the American salespeople who either ignore me or just wave their hand in some general direction when I ask where to find a particular item that's on sale. They're hired to be SALES-people, not semi-intelligent mannequins! (In the Far East, a salesperson will accompany me all around the store, make intelligent recommendations, and carry my selections through the check-out line -- and of course, I tip THOSE people generously.)